train me
Operations solution - working smarter
A clear understanding of the product and service, knowledge of the correct process, and confidence when discussing the products and services offered, are fundamental to agent performance. Improving performance in these areas is brought about through training and learning, but there is only so much that standard learning techniques can achieve.
Motivaton to learn
Sigmer’s unique Realise, Recognise, Reward approach, together with our proven Incentivise System, allows organisations to use incentivisation for learning and achievement as a powerful tool for improving performance – with real and measurable results.
Campaigns are created to target specific aspects of knowledge. Learning activities can be determined at department level, or by individual team managers who have identified a specific knowledge or skills gap within their own team. Campaigns often pre-test agent knowledge prior to commencing a learning activity, and test again at completion to measure just how much information has been retained. Information is always conveyed in small amounts, but with the option to find out more when time permits. As a result, call handling times are not impacted and many staff choose to access the scheme during their breaks, not just during their shift.
Rewarding achievement
Incentive campaigns can reward achievement in many different areas such as learning, call handling, sales and process performance, and they can target specific aspects of performance such as:
- Understanding the product and service
- Complying with correct procedures
- Maximising customer experience
- Agent competence
+44 (0) 1273 669 707
