Training Process

Who, What, When, Where?

Information Gathering

Make sure you are aware of any upcoming training information:

  • What queue will need training?
  • Who will be the designated trainer?
  • Which agents will be trained?
    • Are they current agents or new hires?
  • Which room will be used for training?
  • What training materials will be used?

Reserve your Training Space

You will only need to do this step if you are using the Conference room or Training room, and neither are reserved for the date and time of your training.

  1. Go to google calendar.
  2. On the left side of the screen, under My calendars, make sure you have “ContactWorks Training…” and “Main Conference Room” in your list. Make sure there is a color to the left of that. If there is no color, click on the box to activate that calendar.
  3. Navigate the calendar menu until it shows the week or day that your trainng will take place.
  4. Left click on the time your training will start and fill out the invite as follows:
    1. What:ContactWorks – (Name of client) – Training
    2. Calendar: Select either the Training Room or the Conference room, whichever you are reserving.
    3. Click on the Create event button.

Schedule the Training

  1. Go to google calendar.
  2. On the left side of the screen, under My calendars, make sure you have “ContactWorks Training” in your list. Make sure there is a color to the left of that. If there is no color, click on the box to activate that calendar.
  3. Navigate the calendar menu until it shows the week or day that your training will take place.
  4. Left click on the time your training will start and fill out the invite as follows:
    1. What:(Name of client) – Training
    2. Calendar: Switch to ContactWorks Agent Training
    3. Edit Event: Make sure you select to edit the event for a few more details.
    4. Date/Time: Adjust the time if you need a longer or shorter training class.
    5. Where: Enter either the Conferece Room, Training Room, Meeting Room, or Shadowing for your training
    6. Description: Enter in the agent names who are going to be in the training. Notate who will be performing the training as well.
    7. Click the red SAVE button at the top of the page.

 

Look for training materials located here:
\\192.168.128.220\Teamleads\1. Client Profiles > [client folder] > J. Training Material
Make sure you are familiar with said training materials.

Gather your Training Material

Look for training materials located here:
\\192.168.128.220\Teamleads\1. Client Profiles > [client folder] > J. Training Material
Make sure you are familiar with said training materials.

 

Day of Training – Preparation

Get your Training Material

Gather your training materials and if you need to print off anything, make sure you have enough for all of your trainees. You should be able to find your training material here

\\192.168.128.220\Teamleads\1. Client Profiles > [client folder] > J. Training Material

Pre-Flight Check

Check your current coverage and check with the management team to make sure that training can proceed without impacting any unforseen circumstances.

Preparing the Room

Set up the training room ahead of time. Make sure you have any powerpoint slides up and ready, and that you have notepads and pens for every trainee. Make sure that you have enough handouts if that training requires it.

Sign in Sheet

Download and print the following Sign-in sheet and have it filled out during the training.

Training Sign in Sheet

ADP Department

If an agent has ADP access, have them log in and switch their department to Department 10.

They will stay in this department for as long as they are training or shadowing.

Training

During Training, make sure you give appropriate breaks depending on the length of the classroom training. If the agents are sent on lunch, record that on the Training Sign in Sheet and make sure any ADP agents clock out and back in for lunch.

Releasing the Agents

When an agent is no longer training and is taking his/her own calls, they need to be clocked into their own department:
Dept. 15 for dedicated queues (TeenSafe / Educopia / Petzi, etc)
Dept. 2 for the shared queue.

Tracking

Make sure the seating chart accurately shows their assigned seat.
Make sure the queue assignment reflects what queue that trainee will be in. (The queue assignment is on the same page as the seating chart, but you need to scroll down to find the queue assignment.)

All training times will be turned in to Ken Becker so that the training matrix can be updated.

Document all training at http://tinyurl.com/cwtrainingform

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