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Customers Must be Top Priority, Always.
D – Squared designed a 3-stage program for one of India’s premium customer services company dealing in the personal devices and small and large home appliances.
The ask was to create and enable execution of the training and development initiatives primarily for the frontline and contact-centre agents.
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We understand that frontline agents are under tremendous pressure to perform in a role that has become more and more challenging due to more multifaceted products and services, constant inflow of information, and an internet-savvy, knowledgeable customer base.
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It takes a lot of information and confidence to deliver a quality service experience.
But how do you begin training your reps to provide remarkable support?
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Our process was an iterative process that involved teaching skills, competencies, and tools needed to better serve customers so they derive more value from products and services.
These customer experience centric training & development initiatives were focused on enhancing knowledge & skills of the said audiences so as to contribute towards the client’s objective of keeping their end customers delighted.Our 3 stage program was designed to work on product and service knowledge enhancement, building empathy and improve communication skills.
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The 20 hour program was designed to not just improve professional skills of the contact centre agents but also build personal skills to improve team cohesiveness, build a good work culture and develop a strong sense of belonging.
Our curated learning paths were aligned with the organizational needs and close knowledge gaps and drive measurable outcomes.
The results post the training showed an upward curve in the number of complaints reducing and also the call handling time reduced. The agents could ask the right questions to quickly resolve queries.