BCD Travel Performance Solutions has created a blended learning customer service program for call center agents that incorporates call and email observation throughout the curriculum.
BCD Travel Performance Solutions has created a customer service program for call center agents that incorporates call and email observation throughout the curriculum. The focus of the program is to improve interpersonal skills, as well as technical abilities, of the agent so that they can give the customer a positive experience while being efficient. After each course is conducted the first half of the day, agents are sent back to their desks to continue working. They are encouraged to use the skills that they have learned for the day and are given additional supporting materials to track their progress.
While agents spend the second half of their day working, the program facilitators listen to recorded calls and view emails to see if any improvement is being made, what problem areas still exist and any additional items they may need to touch on. The next morning, agents bring in their supporting materials to discuss how well they feel they were able to implement what they learned the day before and what challenges they faced.
The facilitators do not pick out specific agents based on what they listen to or view. Rather, they use this information as a general guideline to support to trajectory of the program as it moves to the next day. In this sense the program is very dynamic and can look very different from cohort to cohort.