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Training
FrontLine Communications is very proud of the quality of
employees within our company and make every effort to keep them
happy by providing them with the right tools to succeed. When our
front line staff are confident in themselves and happy in their
environment, it translates into better customer service. This is why
FrontLine Communications has extensive hiring and training
processes.
Hiring
FrontLine Communications employs a very rigorous selection process
for all our employees. First interviews are typically a phone
interview where applicants are initially judged on communication
skills, phone presence, and if he or she meets the basic
requirements for the outlined job. If successful, the applicant will
be asked to come in for a face-to-face interview.
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Here
they are tested for: |
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Vocal and written grammar skills |
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Sales and customer service skills |
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Internet proficiency and basic computer skills |
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Keyboarding and spelling |
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Interpersonal skills and personality traits such as friendliness and
professionalism |
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Behavioral-based questions are also used to assess the applicant’s
behavioral response in various situations. Questions are asked about
the applicant’s ability to work with a team and individually, and
their ability to problem solve and manage emotions.
If an applicant is successful in the interview, reference checks are
made before a position is offered.
New Hire Training
The objective of FrontLine’s new hire training is to set the
foundation for success. All new agents will go through a 7-day
training course in our state-of-the-art training center.
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They
will learn: |
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Company history and background |
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FrontLine quality standards and monitoring procedures |
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How to use our proprietary Merlin Agent InterfaceTM |
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Basic customer service and sales skills (how to deal with irate
customers, how to ask closed questions, etc.) |
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During this training, agents will use roll playing and practice on
test accounts to ensure they know how to efficiently navigate our
system. Once successful in completing this initial training process,
agents will be moved onto the contact center floor. Agent monitoring
and coaching are practiced daily and ongoing training is always
available.
Dedicated Account Training
For specific account training, agents will come back into the
classroom setting for training on a specific account. Generally,
FrontLine uses the “Train the Trainer” type of program where our
client trains our Project Manager and Trainer, who then train the
dedicated agents. Ongoing coaching and training is continuous
throughout the life of the account. This ensures our clients’
accounts are managed efficiently and they can maintain one contact
for training.
In addition, with our clients’ permission, our clients are branded
throughout the center so that it creates a congruity between our
culture and our clients’ culture. We encourage our clients to
provide us with samples of their advertising along with any
promotional materials so that our agents can become familiar with
their brand and marketing message.
FrontLine treats our clients like partners, so we also encouraged
providing feedback on all our training programs to ensure we are
meeting our clients’ goals and project expectations.
To learn more about our training procedures, please call us today at
1.800.530.1121. |
