Training is an integral building block of any organization. In the Call Center/BPO Industry, training has proved to be the backbone of Operations. We, at Candid Consultancy, specialize in strengthening the "backbone"

Training and learning are not the same. Learning is what you do throughout your life. Training is something you do to become proficient at a skill or at your job.

The training we provide to agents at our facility and call center reflects what you want agents to do. Agents need the experience of working with people through role-playing, coaching during live calls and receiving evaluations of recordings of calls.

During a time when it seems that call centers are competing with each other to employ the lowest-paid staff, the question isn't what training agents need. It's why agents need training at all. There are two areas of training in a Call Center: Pre-process and Domain Specific. We specialize in the Pre-process arena.

Training
At The Candid, we realize that training is a process of continuous improvement that begins with fundamentals and philosophies and expands with constant feedback and additional skills training relative to performance.
Our training system utilizes a formalized curriculum, customized to meet client specifications. It combines classroom and on-the-job training to provide a comprehensive understanding of necessary skills.

• 1. Voice and Accent Training: American and British 
  •  Learn the International Phonetic Alphabet
  •  Learn to make the American/British sounds 
  •  Differences between American/British and Indian pronunciations 
    
  •  Intonation patterns 
  •  Stress patterns - Word and Sentence 
• 2. Business English 
  • Understand the nuances of English grammar 
  • Importance of speaking correctly
  • Effective usage of parts of speech
• 3. Customer Service Understand the meaning of a customer, service, and customer service 
  • To understand the types of service attitudes
    
  • Handling difficult customers
    
  • Importance of excellent telephone skills
    
  • Relate to the customer
    
  • Overcome the fear of phoning
    
  • Be an active listener to focus on customer needs
  • Create visual images with your words
  • Practical role-playing

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