This is a very high-turnover position for two reasons. Although many customers would rather speak with a person than a VRU, you can override that objection by making it quick and the menu options simple so that the customer gets to a person within the first minute of his call. Customers are more sophisticated than ever, and generally have a good idea of what's wrong. Preparation This includes training, equipment, and other factors that can improve your CSR's chances of success in handling customer problems. Also include any necessary paperwork.
Different people learn best in different ways.
Be sure your training program includes two or more of the following, if possible. While you're developing your training programs is an excellent time to evaluate your equipment. The easier this stuff is to use, the more of their attention will be focused where it should be- on the customer. Streamline paperwork processes. Put everything where it's easy and intuitive to find.