Induction Programmes

One of our key areas of expertise is the review and development of induction programmes for use in contact centres. Using our holistic approach, we have developed a programme that takes into account a number of areas that provide a complete solution.

Whether you are looking for an initial review only to identify some recommendations for improvements or for the development of a revised induction programme process, we can tailor our solution to meet your needs.

Induction programmes are one of our key strengths as we are able to not only build programmes from scratch but redesign existing programmes from a material point of view as well as from a delivery and design framework to ensure it meets the required criteria.

Induction Programme Review

We can work with you to assess your current induction programmes, the areas in which it can be improved and the impacts it has on your current and future training requirements. During this process, we identify any gaps in the process, the approach and the learning methodology, including the impact it has on the business through measurement and evaluation. A review will consist of series of recommendations and time frame summary identifying findings and solutions for areas of improvement to suit the gaps and improve the effectiveness of the programme both for the people and the organisation.

Induction Programme Development

The development of a revised induction programme focuses on the expectations, attitude and motivation for your new staff and are all established from day one. How well they are established can impact on a number of things - productivity, absenteeism and turnover.

Induction training in your organisation may last only a few hours or be structured over several weeks. Regardless of job complexity or pressure to get additional personnel onto the phones, all training needs to be carefully planned and implemented.

We can help you to develop or re-structure a complete induction process for your business focusing on a ‘complete solution’ on the areas of:

• Customer Care
• Information Technology
• People
• Policy
• Procedures
• Product
• Telephony

The programme is designed to work in conjunction with the client and utilise existing company information, standards and skills as well as staff knowledge.

The end product would be an induction programme specifically designed for a business that covers all the essentials of information required to 'go live' in the centre, collated and delivered in a cohesive and easily absorbed manner within an easily managed timeframe.

We can either deliver or project-manage the training element of the project on your behalf. You also have the option of contracting us to train your trainers in the best and most up to date delivery techniques. In addition, our 'Train the Trainer' programme will help your trainers set up the ideal training environment, use accelerated learning techniques and understand the different learning styles amongst new staff and required learning outcomes.

With expectations set, important information conveyed and questions answered early in the induction process, the new staff member will be well equipped to start out in the centre and begin their relationship with your customers.

If you have any questions or would like to find out more please contact us today.