VyStar Credit Union revamped its Contact Center training program in 2023 to better serve its 900,000 members worldwide. With 15% of employees handling customer calls, the program needed to be efficient and effective.
Program Details
The new program consists of three phases, each building on the knowledge and skills gained in the previous phase. Training methods include web-based modules, live demonstrations, practice exercises, real-world examples, and interactive discussions.
- Web-based training modules
- Live demonstrations
- Practice exercises
- Real-world examples review
- Skill practice scenarios
- Interactive discussions
- Knowledge review
Trainees also listen to recorded calls to learn expected behaviors and security measures. As they progress, they handle more complex queries, aligning with their increasing skills.
On-the-job training allows trainees to apply their learning in real scenarios, with support and feedback provided by facilitators. Regular evaluations ensure consistency and performance improvement.
Results
The new program has reduced the time to achieve key metrics, with average Google and Yelp scores exceeding expectations. As a result of its success, the training has been expanded to include all Branch employees.
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