FAQ

This is very common concern. Like many of our clients, we think you’ll find that the long term gain of interactive, hands-on classroom training is worth the short term pain of being short staffed on the phones for a day or two. We have several options when staffing is a concern:
-  We can divide your staff into two groups and run them through the training at different intervals ensuring that no one is off the phone for more than a few hours
-  We can deliver the training after hours or during the weekend
-  We can include other departments from your company so no single department has everyone off the phone at the same time
-  Routing calls to another location during training and playing an announcement on the IVR system to let customers know that the staff is in training in order to better serve their needs.

The observation day is very important for the customization of your program. It is part of what makes PhonePRO stand out from other training your staff may have received. Along with an initial consultation with your instructor, the observation day allows us to gather specific examples to integrate into the training and tailor the program to include all of the skills relevant to your needs. Because the training has been delivered with real examples from ‘their world’, the staff will be able to apply the new skills immediately.

No group is too big or too small! Ideally, we recommend a class size between 12-20 participants per session. This will ensure plenty of participation, interest and hands-on activities. If this class size doesn’t fit your needs, we can also deliver training to much smaller groups and we also have large group presentations available.

Generally, the course content of our Customer Service class is 7 hours. The class is usually scheduled in half day increments over a period of two days onsite in order to have some staff available to answer the phones while the others are in training. We also have half day programs available. As with every course, you and your PhonePRO instructor can decide which topics are most important to cover whether the training is the full seven hours, or a condensed 3 1/2 to 4 hour session.

We realize it’s impossible to retain 100% of what is learned in training, so we have several recommendations:
-  Coach-the-Coach teaches supervisors, team leads and management to coach the staff on the new techniques and skills learned in Customer Service. It reinforces the new skills and helps the staff to practice them until they become habit. It’s the best ‘return on investment’ insurance for your training.
-  We also offer customized refresher training. This can take place anywhere from 6-12 months after the initial training and will help the staff brush up on key techniques so that all of their skills are fully implemented.
-  Our online web seminars are perfect for reinforcement and refresher training. Our seminars cover Customer Service, Receptionist and Coaching topics.
-  Your PhonePRO Trainer is also available for advice and guidance after the training is completed. They’re just a phone call or email away!

Our Onsite training is our best and most effective training solution since it is customized, interactive and fun. Our charismatic trainers are able to get the entire class involved and participating during the training. This makes the learning process highly enjoyable and we have found that participants tend to learn and retain more with this format.

 

Our web seminars are an excellent fit for clients who find it difficult to coordinate onsite training sessions. Many of our clients use both formats successfully with their training programs. We offer bulk pricing or licensing options for companies that have a large number of people to train or have many locations. The seminars can either be accessed through our website or loaded on your Learning Management System (LMS) or intranet. Give us a call or email and we will help you design the best training program to meet your goals!

Our pricing varies according to the number of days our instructor is onsite at your location as well as the length of the program and how many people we will be training. Rest assured, we have designed training programs for clients with a variety of staffing and other challenges.  Give us a call at 800-888-4893 or email us at info@phonepro.com and we will help you design the best training program to meet your goals!