LEAD Awards 2018: Interview with Mike Thorpe, Serco Inc.
Improving the Skillset of the Inbound Call Supervisor
Posted on 10-01-2018, Read Time: Min
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Category: Best Train the Trainer Program
LEAD AWARD RANK: 6
Organization: Serco Inc.
Program: Returned Calls Management Training Program
Program Director: Mike Thorpe
Visit: www.serco-na.com
Improving the Skillset of the Inbound Call Supervisor
Our editorial team interviewed Mike Thorpe from Serco Inc. at the LEAD2018 Awards this past February. Here are some excerpts from the exclusive interview.
What is the overall objective of your program?
Provide training on the tools and enhance the supportive soft skills necessary for supervisors for our inbound call program. The overall goal is to build the skillset of the inbound call supervisor to be a strong supportive leader for their inbound call staff.
Who do you impact with your program?
Our target audience is a group of task supervisors who have teams of employees who are handling our inbound call program. The program includes a robust blended learning curriculum of both system/tool based training and soft skills training, with the goal of achieving certification.
What are the lessons you’ve learned this year from facilitating your program?
After rolling out the program, we monitored our performance and the feedback and decided to add more soft skills training, and training for escalated calls. Giving the supervisors more tools to handle those tougher types of calls.
How do you measure the return on investment and success of the program?
Success in this program reduces work in our other product areas. We are really addressing customer problems earlier before they manifest in some of the other areas that we service.
What lies ahead for the program and how will it continue to succeed?
Continuous monitoring of the program is ongoing to ensure we are serving our audience well. We respond to market conditions with new training, and are bringing in more complex web-based scenario/branching learning to provide practice on difficult real-world situations.
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