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With today’s changing economy, furthering your education is more important now than ever before.   People’s focus on improving and increasing their knowledge in the job market has driven the need for educational opportunities.  This need has resulted in call centers expanding into this market providing guidance to those who are serious about returning to school.  These EDU programs allow the customer to be connected to the school that will provide them with the necessary skills in the fields that interest them the most. Returning education programs provide a necessary step for people looking to increase their post-secondary knowledge.

Typically, people who have an interest in continuing their education, begin their research online which triggers a proactive inquiry.  This allows them to provide basic information which enables agents to follow up and determine the prospect’s sincerity in attaining these skills. Agents then facilitate in locating schools that offer specific instruction in the prospect’s field.

Primarily, agents must be skilled in motivating prospects in taking that first step.  Schools seek motivated and qualified students, which agents screen to ensure that the candidates meet the basic criteria to continue their education. This requires adherence to specific standards.  Qualifications include that the prospective student is a legal adult, not currently enrolled in school, or in the process of enrollment.  In addition they must have attained proper immigration status.  If online attendance is an option, the prospect must have the necessary equipment to fulfill this.  In order to provide the right customer experience, fulfill all EDU laws and requirements, a call center must mandate the highest QA practices possible.

Quality Assurance focuses should include:

  1. Ensuring Active Listening, which enables the agent’s ability to obtain information and gauge the prospect’s dedication to broadening their horizons.  This allows the agent to match potential students appropriately with the best schools and programs that will contribute to students accomplishing their goals.
  2. Consistent and frequent coaching, which can be conveyed individually or to a team, facilitates success and results in increased productivity.  These interactions should be encouraging and include setting expectations.  The power of positive feedback will drive performance, and when delegated in a fair and objective manner will persuade the representative to apply the recommendations effectively.  This will create the most beneficial matches and industrious use of the available leads.  Providing constructive criticismis a dynamic form of giving effective feedback.  This often entails customizing the session to offer maximum and efficient retention.  This frequently includes providing individually tailored tools.
  3. Regularly scheduled feedback sets the agents’ expectations. This includes assuring them that the quality team monitors any irregularities stemming from their articulation, as well as system issues.  This includes addressing their concerns with their individual performance and productivity.
  4. Tracking infractions and scoring provides the quality team with the ability to track behaviors and areas of concern that may require further detailed elaboration in edifying and optimizing the call process. This also allows the management team to determine additional training as needed.

By providing an objective approach and addressing the areas of concern for each individual agent’s strengths and weaknesses, Quality Assurance can drive a EDU program’s success.  The agents in turn, determine their own level of success by implementing the suggested methods.