Asking for the sale is a skill agents pick up through their training with the quality monitoring and data recording solution in place at the company. Training for PC ServiceSource agents is an in-depth process. Each new representative goes through a four-week training program. At that time, they are introduced to the systems used for finding parts. Follow-up training includes weekly training sessions with supervisors and weekly sales meetings with the training department.
Agents are also randomly monitored and the results used by supervisors to help train the staff.
Supervisors can point out strengths in a call as well as weaknesses, providing agents with real-world scenarios that either worked well, worked partially well, or failed completely. The goal is to ensure customer satisfaction as well as improved revenues for the company. A valuable component of PC ServiceSource s training programs is the identification of improvement for agents. One area in which call center managers thought their agents could improve was in sales. The agents have, overall, had a positive outlook on the monitoring process.