Training
Rainmaker Asia's basic premise in its training programs is effective selection. Selection is geared to determine not only if the person can do the job, but also if she will do the job, thus, as much importance is put into motivational and attitudinal fit as is into skills fit. Training is geared not only towards skills building but also towards developing the "right attitude" and disposition to do the job well.
Rainmaker Asia has dedicated training rooms for its in-house programs. We have classroom-type rooms designed to accommodate 20-40 participants at a time equipped with modern training and audio-visual tools. The training rooms can also be divided into smaller rooms for briefings, meetings and re-training of Customer Service Representatives for product updates and new programs. Additional equipment is provided for the Accent Modification Program, which is more individualized and is delivered in a laboratory type setting. Rainmaker Asia also conducts off-site training and sends staff to external training programs as needed.
Our training methodologies include lecture, facilitated group discussions, role-playing, group and individual feedback and coaching, actual simulations, on the job training and computer-based training. Pre and post training evaluations are conducted to determine training effectiveness and behavior change.
Pre-selected call center applicants are typically taken in as trainees and are invited to take the CSR Training Program, which includes approximately 320 hours of classroom, computer-based and on-the-job training including an intensive American Accent Training Course for all Agents.
Below is the CSR Training Program Outline:
Week 1 Orientation and Basic Customer Service
Week 2 Accent Modification Training
Week 3 Accent Modification Training
Week 4 Enthusiasm and Delivery Training
Week 5 Product Training/Role-Play/Simulation/CRM Navigation
Week 6 Product Training/Role-Play/Simulation/CRM Navigation
Week 7 Live Calls with 100% Audit and Instant Feedback
Week 8 Live Calls with 100% Audit and Certification Process
Those who successfully complete the initial Customer Service Training are then taken into a second phase as apprentices and are assigned to a ready pool for deployment to both local and international accounts. When a trainee is assigned to a particular account, she then undergoes product training and for international accounts, the American Accent modification training. Current CSR's also undergo regular briefings, meetings and re-training to broaden their skills base and improve flexibility in account assignments.
The simulation process is the key determinant for evaluating the trainee's ability to perform in the call center environment. Simulations include handling a series of phone calls that measure the CSR's ability in getting accurate information, problem solving, computer use, listening ability, closing, and most importantly, customer sensitivity and a helpful or service-oriented attitude.
A candidate is scored and evaluated as she gets progressively better at handling calls and can be compared to other trainees. The training program is intensive, instructive and rewarding. Only those who have successfully completed the simulations are invited to continue with the hiring process. Rainmaker Asia requires all CSR's and technical staff, whom the company invested considerable time and money in training, to sign a retention agreement for a minimum of one (1) year.
