It's no surprise that as double-digit employee turnover in contact centers increases, customer satisfaction levels decrease. Contact centers are so stretched to manage Service Level targets that it is inevitable that ill-prepared agents made it through training and onto the phones before they are ready.  The end result?  Agents practice on your customers.  Customers and agents alike become increasingly exasperated.  Customers take their business elsewhere.  Agents leave. 

Contact center employees join your organization from all walks of life -- different ages, different experiences, different skill sets.  So while you can't fix the turnover problem overnight, you can make sure that those individuals who are ready to serve your customers can fast-track through training and those who are not ready recieve the individual attention they need. 

VereQuest's Check-Up^tm Certification is specifically designed for contact centers where the environment is fast-paced and time off the phones is at a premium.  While the Check-Up™ Certification program can become the cornerstone of your training curriculum, it is intended to work in concert with your existing training to reinforce, re-train and certify your agents to deliver the kind of customer experiences you want and need.

What we do:

• Design competency-based testing for contact center agents and coaches in the sales and customer service arenas
• (Optional) Develop supporting modules for each skill based on customer experience standards which have been developed for your unique environment.  Each module is designed for quick-study -- no longer than ½ hour with ability to fast-track
• (Optional) Final certification includes assessment in a live “Mystery Shopper” environment and/or "just-in-time" Coaching

What you get:

• Definition of critical Customer Experience skills based on your unique environment and against hundreds of top performing sales and service agents across numerous industries
• Our guarantee that someone who works through the Certification program will be able to demonstrate the skills on the job.
• The ability to “fast track” more experienced agents who already have the required skills to the center sooner.
• (Optional) Modular skills-based training supported by up to 4 levels of comprehension and competency testing. Delivered by VereQuest or (preferred) by your Coaches in a Learning Lab environment. May be paper-based (easiest to deploy but takes time to score tests) or delivered online (easier for testing but takes more time).