With over 12,000 clients relying on them for phone and internet conference solutions, Intercall needed to ensure that its call center operators received high-quality systems and effective customer service training.
Senior management believed that operator training was essential to the continued growth and success of the company.
Intercall chose Intulogy to design and develop their call center training solution. We conducted a thorough needs analysis and determined that they could benefit from more than just new training materials. Consultants therefore provided the following services:
Special Skills Used
The training specialists involved in this project had ten years of experience working with call centers, and so they understood the sector’s challenges and requirements.
Benefit to Client
Intercall’s operators received highly effective customer service and systems training in a simulated execution floor. They practiced greeting callers, placing them into conference calls, and handling special requests. This hands-on practice allows operators to gain confidence before working on the operations floor.
Intercall’s director praised Intulogy: “They have been instrumental in creating instructor and participant manuals for us, enabling us to offer more professional and detailed training.” She also praised the train-the-trainer sessions, as they made it possible for them to “provide consistent training in all classes in both our facilities.”