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Training and knowledge transfer

Any outsourcing partnerships to manage the transfer in an effective way. At the beginning of the relationship, and as the partnership is growing and evelving, we will have to implement methods and processes that enable us to function as an extension of your team. This means the establishment of the training curriculum of the operators, the implementation of new processes, managing change control and providing customer feedback to the brand. The moment of truth is when our operator answers chats from your customer. This precious moment is supported by the training the operators had to prepare them for FAQs, troubleshooting processes around how to escalate cases, and much more.

Focus training on the most common scenarios

It may sound obvious, but the initial training does not need to include all the possible scenarios that an operator can face. In fact, training of 100% of all the possible scenarios can compromise the ability of an operator in order to handle the most common scenarios.

We often apply the 80/20 rule. So we prepare the operators to manage very well the top 20 chats (80%) they will receive. Perfecting these interactions during training before the real thing starts in the workplace will enhance the customer experience. Confidence and ability will come naturally once an operator can confidently handle the 80%. And when operators encounter the other 20% of the problems, they can ask one of our coaches and experienced staff to help them.

We focus on the initial training, in particular the ‘hard skills’ such as escalation procedures or processes around problem solving, while we are weaving the ‘soft skills’ through them. We always pay attention to the soft skills of operators during the recruitment and selection. Selecting operators who have a natural preference for empathy, for example, will likely lead to faster uptake of soft skills so that employees have more opportunity to focus on compulsory processes such as escalations.

Clearly defining processes and goals

A clear challenge for operators is to follow weakly defined processes. When there are multiple ‘if’ statements, it can mean a dizzying array of possible outcomes. Which protocols and processes are needed to reach your customer service levels? It is important that you identify, clarify and share them with us. People who are successful in a contact center environments tend to be “process people”, who are good in compliance with the step-by-step following of procedures of the  rules. The better your process is defined, the easier it is for our chat operators to comply with them.

Share the goals you established with other partners or your own customer service teams. Clearly state the mission – long-term goals as well as the daily performance indicators. Here at LiveChat Pro we are strong believers in transparency. Understanding the corporate vision of the client and the ‘why’ of their business – along with transparency in their performance – is particularly useful when managing a workforce consisting mainly of Millennials (Generation Y). Our promise to our employees about their performance is: “You can see what we see” and we have developed the desktop of our operators to reflect this.

Minimizing the gap after the transfer of knowledge

When there is a gap between the knowledge base used by our operators and those of our client, it can lead to inconsistent customer experiences. Minimize the gap, and the customer experience will be more consistent. When you first outsource, make sure you talk to us about change control management.

Direct access to all knowledge

Our operators use a convenient, fast knowledge base that we to will fill in advance with answers to frequently asked questions from your customers, so our operators can immediately provide the answer. This contributes to shorter chats and increased customer satisfaction.

On-site training

Before an operator is completely ready to serve a new client, he or she will be shadowing for a few weeks your customer service department on the floor to learn about the procedures, systems and culture of the company.

The training

All of our live chat operators complete a comprehensive training program designed for three to four weeks to ensure the safety, quality and consistency of service.

The Live Chat Pro team is trained on each individual client by making use of the latest training methods developed in order to strengthen the material from previous sessions while new issues are presented for consumption. Only after detailed customer-specific training operators are certified to handle chats for that particular client. The training will also pay attention to the culture of the specific client that the chat operator will work for, the purchase reasons of goods and services, and the “branding” objectives.

We place during training emphasis on the “human experience” to ensure that the personal skills for certification are suitable.

LiveChat Pro strives to ensure that the freshness and compliance knowledge and procedures are maintained. For this reason, training of the operators is a continuous process.

Chat with us or call us for more information about how we ensure an effective training and knowledge transfer.