Call Center Agent Training: Onsite vs. Webinar Training

When customers purchase our call recording and quality monitoring solution, one of the most important considerations is whether or not to select on-site training or to schedule Webinar training.

While both training options offer a high-value, personalized training approach with a tenured, professional member of our training team, "Webinar training" is often selected because of convenience and cost savings.

The benefits of Webinar training include:
- zero travel expenses
- flexible scheduling
- a "train the trainer"
- unlimited subsequent training as needed

In comparison, on-site training offers a bit more of a "hands on" approach and allows our trainers to gain an appreciation for a customer's environment and culture. Our people become familiar with the staff, and vice-versa, where faces are attached to names and titles.

With on-site training, we can also provide the option to train an entire group of users vs. an individual. It entirely depends on the customer's requirements.

On-site training is typically conducted over two business days while Webinar training can be spread over multiple days. It's completely up to the customer's preferences.

Either way, the customer benefits greatly and is hand-held as much as needed. We have earned a stellar reputation in the industry by offering superior customer service, and a great success story always begins with great training.

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Quick List: Benefits of Quality Monitoring

I was speaking to one of our customers this morning.

The customer was very happy with basic, simple call recording and was a little unsure of bringing in a robust quality monitoring system, but they were considering the upgrade (CSI's customer upgrade program delivers free software upgrades to active customers) to Virtual Observer.

My contact there, the call center manager, asked me for some basic bullets she could use to present a case for implementing a quality monitoring system.

The list I sent her was hardly complete, but a powerful reminder of how strong a short list of the benefits could be:

- reduce employee training cycle time
- reduce attrition
- generate more sales, saves and "upgrades"
- view trends over time, compare month-to-month or year-to-year and make decisions based on real performance data
- resolve disputes through call retention
- create training materials based on the best recorded calls
- automate many of your current internal QA methods

With the above list, the benefits of both quality monitoring and Virtual Observer are very, very clear.

Nex-Tech implements Virtual Observer for automating customer service initiatives

We are pleased to announce that Nex-Tech, a telephone service provider headquartered in Hays, Kansas, has selected CSI’s Virtual Observer Professional for call logging, screen capture and quality monitoring. Nex-Tech will be using Virtual Observer to enhance customer service initiatives.

Amy Normandin, Nex-Tech's internet help desk supervisor, said "We chose Virtual Observer based on the features it offered, the fact that it would be easy to use & implement, and the price for the overall package".

About Nex-Tech:
Nex-Tech is a subsidiary of Rural Telephone, a leader in the telecommunications industry since 1951. The goal of Nex-Tech is to provide the highest quality service possible to our customers at affordable prices. Rural Telephone and Nex-Tech have provided services for 50 years.