Training

At ProtoCall One we recognise that end user training forms an integral part of the delivery of any solution. In a well integrated contact centre environment the end-user audience will include agents and team leaders as well as the client's system administration team. Each of these focus groups will have different needs and requirements in terms of training. We tailor the training material and delivery to the specific needs of these different user groups ensuring that each group is well equipped to effectively use the tools available to them.

Agents and Team Leaders will be less concerned about the technical details of a solution but more focused on tips and tricks to best use the different tools on their desktops. Accordingly, for them we place great emphasis on active hands on participation and encourage them to 'experiment' with the technologies, rather than get stuck in the theory. Our Consultants work very closely with the business case owners to ensure that the largest of these user groups ‚ the agents, feel secure with new technology and are also able to see the benefits technology will bring to them as well as the business.

On the other hand Systems Administrators, who will be tasked with maintaining the environment and providing the first line of support, will want to immerse themselves in technical detail, e.g. the underlying mechanisms for providing a screen-pop or of how data behind an agent report is collected. It is important that the client's support team feel confident in taking ownership of the solutions we deploy. In their case we believe that it is necessary to find the right balance between training through 'shadowing' our consultants and the more formal 'Knowledge Transfer' sessions.

To obtain a copy of the ProtoCall One Training Programme and the Course Overviews please email info@pc-1.co.uk.