To better support and understand our clients’ needs and businesses everyone, irrespective of their role, is trained on our clients CRM by our in-house training team.
We operate on a continual learning model, sample calls from each agent are listened to weekly so our supervisors can work with the agents to continually improve and keep up-to-date on our client’s products.
At Emerald Contact Centre we run an internal development program for the right candidates. Successful candidates undergo an in-house 6 month developmental program whereby they will continue their customer solutions role while being exposed to supervisory duties, quality assurance, reporting and forecasting and other aspects of the business.
We also partner with our local 3rd level facility to further educate our employees on industry recognized qualifications.
Our agents feedback their experience to our clients in frequent client focus groups.
We train our agents to listen to our clients customer, and work with them on resolving their query 1st time, every time.
Daily interaction with clients on their customers opinions and general feedback on their current promotions.
Our agents feedback their experience to our clients on frequent client focus groups.