Training ID's

Training is an ongoing and crucial aspect of call center operations.  Ensuring each agent receives the necessary information / updates on each account can be tedious and overwhelming.   Tracker's Training ID's automate the dispersal, notification and status of the training updates.  The flow goes as follows:

• Management initiates a New Training ID
• The team is notified of the New Training ID via email
• Each team member logs in to Tracker and reviews the information
• Once the information is understood by the team member, they sign off on the record.

By default twice a week (or on your schedule), an email is sent to the training team identifying agents who have not signed off on particular Training ID's.  Management / supervisors are then able to follow up with those team members to ensure their understanding and completion of the training.

Manual reviews of Training ID's may also be made through the Training ID menu at any time.

• Review existing Training ID's (default sort by Date - latest/newest on top)
• Clicking on the plus (+) next to a Training ID pulls up the associated records for that Training ID and the dates completed. Empty date fields indicate the Training ID has not been signed off on by the associated agent.

Question Of the Day (QOD)

While Training ID's are typically used for new accounts / account updates, it is not a bad idea to perform knowledge checks.  This is where the QOD's come in.

Account questions can be generated for the team through the QOD interface and then graded to help identify weaknesses / areas needed for extra training.

• Management initiates a new QOD
• The team is notified of the QOD via email
• Each team member logs in to Tracker, reviews and answers the training question
• Management logs in and grades the answers, noting any agent that may need additional training

By default (or on your schedule), an email is sent to the team twice a week, identifying agents who have not answered particular QOD's for management's follow up.