Training

Training and Knowledge Development

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What is Training and Knowledge Development?

Training and Knowledge Development are two separate, but equally important components in the on-boarding and continued success of all client campaigns here at XACT.

Knowledge Development is the creation of client specific content that both educates and enriches our contact centers agents in the who, where, what, how and why of our clients organization and their business processes.

Training is the engagement of the content created and delivered in the knowledge development process.

Training does not stop with the agents. You may hear “call center training” and they think of a one-time training program that helps XACT agents learn how to answer phones, use the system, and record information. While this is an essential type of call center standards training, it is the tip of the iceberg of a much larger effort.

We take an down-and-up org chart view in our organization. We believe the our agents are the most important people in the organization because they interact directly with your customers on a one-on-one basis. Their interaction is a great determiner of how the customer views your organization, and how you view us as an extension.

Training and Knowledge is the core component to a successful implementation and onboarding. XACT believes this is the cornerstone of our success.

Fundamentals

Here at XACT, we believe the best call center training is hands-on, interactive and paced to the individual. Our agents learn best when they have a chance to participate and practice activities instead of listening to a teacher lecture or just watching a video. Soft skill training is also essential for excellent customer service. Key elements like the tone of voice, empathy, and attitude are quality skillsets we value in our team members.

Continuous Improvement – Our training programs are wide-reaching and don’t stop with initial training. We provide agents with necessary periodic refresher courses to keep their skills and knowledge fresh and to ensure content continuity.
Live Monitoring – Listening to agents who are on call, without disturbing them in a one-way listening session. This tool allows XACT to quietly listen to conversations. Supervisors can pick agents at random, and see how they are performing on calls and whether all issues are being resolved or process and procedure is being adhered to.
Whispering/Coaching – A supervisor acts as an advisor and silent spectator without the caller knowing the coach is on the line. Although not a common practice at XACT, it can be helpful during training and in case an agent needs guidance or advice.
Call Barging – Typically only used as an escalation procedure, a supervisor can take control of the call directly, handle the situation and resolve the callers issue.

Onboarding

During the onboarding and implementation process, you will be assigned to a knowledge expert who will work with you to learn about your organization, your business processes and learn the skills necessary to create training and knowledge material around that learning. We will work hand-in-hand with you to understand the naunces and fascets of your business that are important for us to represent.

Once we absorb this knowledge, we will create the core training materials and programs that we will use to facilitate training for your agent team. All throughout the process, you’ll be involved to help edit, revise and approve content.

Before Go-Live

Once your program has been designed, it is now time to effectively train our agents on your content through a rigorous process of onboard education and certification.

Knowledge Certification – After agent training and practice, the XACT agents on your program are certified on the content and knowledge in which they are trained. Account-specific training helps to impart knowledge, particularly for highly regulated or technical industries that have specialized training or strict compliance issues. For example, companies in the health industry, insurance industry, or financial industry have specific concerns that can only be addressed through training. Tech support might also have required or specialized training.
Demo and Practice Calls – With your assistance, along with our internal quality teams, will practice dial into the certified agent group and run practice call scenarios with the team to help test and refine with the agents.

After Implementation

Continuous Improvement – Our training programs are wide-reaching and don’t stop with initial training. We provide agents with necessary periodic refresher courses to keep their skills and knowledge fresh and to ensure content continuity.
Live Monitoring – Listening to agents who are on call, without disturbing them in a one-way listening session. This tool allows XACT to quietly listen to conversations. Supervisors can pick agents at random, and see how they are performing on calls and whether all issues are being resolved or process and procedure is being adhered to.
Whispering/Coaching – A supervisor acts as an advisor and silent spectator without the caller knowing the coach is on the line. Although not a common practice at XACT, it can be helpful during training and in case an agent needs guidance or advice.
Call Barging – Typically only used as an escalation procedure, a supervisor can take control of the call directly, handle the situation and resolve the callers issue.

Resource Management

XACT Learning Center

Workforce Management