Newly hired telephone agents complete a comprehensive training program that will provide the tools and resources necessary to offer our customers an outstanding telephone customer service experience. Coursework covers customer service skills as well as technical skills. Once the classroom training is complete, the sales specialist will move onto Academy Bay to begin taking calls in a highly supportive environment. This 10-day course prepares experienced telephone agents to service Fleet's Online Banking customers. These customers have unique questions and concerns as they mainly use Internet technology.
Coursework covers customer service skills, product knowledge and technology skills.
The New Hire Telephone Banking Training Program is a pre-requisite. This 15-day course prepares experienced sales specialists to service Fleet's Business Banking customers. These customers call a special number and are serviced by a specific group of sales specialists. Coursework covers customer service skills as well as Business Banking product knowledge. The New Hire Telephone Banking Training Program is a pre-requisite.