Training Case Study – Training with a Twist of Humor
At RMH Teleservices one of the distinguishing differentiators of our call center company from the very start was the training we provided to our call center representatives. Back in the 70’s and 80’s it was fairly common for call center managers to train new personnel by simply handing out a script and pointing to a desk with a phone.
In addition to a conversation guide/script reps may have received training on the products and the companies they represented so they could answer common questions that were anticipated. Contrary to this approach and based on our experience managing various corporate training functions, my partner and I created a soft skills training program that included skills like listening, questioning, and presenting features and benefits.
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