| Our experience has taught us that the success of Customer Contact Centers correlates directly to the strength of first line management who are able to get things done through properly selected, trained, coached and developed staff at all levels. Because of this focus, our training and coaching programs address your real day-to-day needs, have lasting impact and provide the highest return on investment.
R.H.Oetting & Associates training centers around a core curriculum for each staff level customized to the goals and objectives your center must achieve. These programs provide easy to use and practical tools to help first line "coaches" assess, develop and enhance the skills of TSRs and CSRs. The training accelerates representatives' learning curves and enables them to work smarter and more confidently.
SERVICES
* Organization and staffing reviews and plans including job descriptions, goals, performance standards and measurements.
* Recruiting, screening and hiring plans and materials.
* Base and incentive compensation plans.
* Customer needs based training and coaching programs integrated with your product and systems training.
* Training of coaches (supervisors and team leaders), trainers and quality assurance specialists.
* TSR/CSR training.
* Follow-up audits and training.
Clients who are continuing to benefit from our staff training and development services include Pitney Bowes, Myron Manufacturing, Progressive Insurance, HomePlus Insurance, SBC Communications, Consumers Energy, National Fire Protection Association and many others.
For more information on our staff training and development services click here or email Lorraine Kaufman (lrkaufman@oetting.com) directly.
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