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Welcome aboard!
Onboarding and training
In a comprehensive onboarding programme, new employees in customer service are introduced to the basics of the company. In addition to the company culture, they also learn about policies and procedures, as well as the basics of customer service.
In specific training sessions, newbies are familiarised with the company's products or services. These trainings also include customer communication and soft skills training to ensure that they can respond to customer enquiries in a professional and effective manner. VIER Learning is used to train such job-relevant learning content: The customized exercises help the new employees to prepare for their new job in the best possible way.
In a comprehensive onboarding programme, new employees in customer service are introduced to the basics of the company. In addition to the company culture, they also learn about policies and procedures, as well as the basics of customer service.
In specific training sessions, newbies are familiarised with the company's products or services. These trainings also include customer communication and soft skills training to ensure that they can respond to customer enquiries in a professional and effective manner. VIER Learning is used to train such job-relevant learning content: The customized exercises help the new employees to prepare for their new job in the best possible way.
Efficient working with smart helpers
Getting to know systems and tools
As they progress through the onboarding process, new agents are introduced to the technology and tools they will need for their daily work. For example, they are introduced to the CRM system that stores information about customer enquiries and interactions, as well as other systems that will support them on a day-to-day basis.
VIER Copilot is an important helper for the agents and can relieve them of many routine tasks like a personal assistant. For example, enquiries are pre-qualified and routed according to their nature. Information such as customer, invoice or ticket numbers can also be retrieved and transferred directly to the ACD system. Agents can then see on their screens what the problem is before they even speak to the customer. This not only helps them to adapt to their new job, but also saves them a lot of time, which they can use for more in-depth consultations or more demanding tasks.
As they progress through the onboarding process, new agents are introduced to the technology and tools they will need for their daily work. For example, they are introduced to the CRM system that stores information about customer enquiries and interactions, as well as other systems that will support them on a day-to-day basis.
VIER Copilot is an important helper for the agents and can relieve them of many routine tasks like a personal assistant. For example, enquiries are pre-qualified and routed according to their nature. Information such as customer, invoice or ticket numbers can also be retrieved and transferred directly to the ACD system. Agents can then see on their screens what the problem is before they even speak to the customer. This not only helps them to adapt to their new job, but also saves them a lot of time, which they can use for more in-depth consultations or more demanding tasks.
Practice makes perfect
Receiving feedback
New employees are soon able to apply their skills in practice. Under the supervision of experienced agents, they handle real customer enquiries. This gives them the opportunity to apply what they have learned in the real working environment and to further develop their skills. An important component for continuous improvement is good feedback: Coaches can use the speech analytics software VIER Interaction Analytics to evaluate and directly assess their conversations. Repeated at regular intervals, the development of the new agents can be tracked over a longer period of time and appropriate training measures can be initiated.
New employees are soon able to apply their skills in practice. Under the supervision of experienced agents, they handle real customer enquiries. This gives them the opportunity to apply what they have learned in the real working environment and to further develop their skills. An important component for continuous improvement is good feedback: Coaches can use the speech analytics software VIER Interaction Analytics to evaluate and directly assess their conversations. Repeated at regular intervals, the development of the new agents can be tracked over a longer period of time and appropriate training measures can be initiated.
Products by VIER
Tools for successful employee onboarding
VIER Copilot
VIER Copilot ensures significant time savings and quality improvement in customer dialogue. Incoming calls are transcribed, analysed and documented live.
VIER Interaction Analytics
With speech analytics, you can improve the quality of your customer approach and increase employee satisfaction.
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