Foundation Training
A solid understanding of the foundational aspects of teleservices and customer service is key to delivery center performance — your clients expect your team to achieve increasingly stringent objectives and your front-line team is critical to meeting your commitments.
TDS’ training group delivers the goods with a lively, compelling, and informative curriculum derived from real world experience and a professional approach to classroom engagement.
We provide newly-hired agents baseline knowledge on enhancing their language skills through targeted areas such as confidence-building, structure and organization, accent neutralization, listening comprehension and grammar skills review.
TDS blends foundational traning with vertical specific knowledge: financial services, credit cards, technology, collections, etc.
TeleDevelopment trainers use adult learning strategies such as role plays, modeling, group discussions, call simulations, etc. throughout the training. They reinforce learned behavior through graded role plays and simulation activities with TDS trainers playing as customers during certification.
TeleDevelopment prepares agents and representatives to hit the phone with an understanding of their role and with practical techniques that make hitting performance levels quicker and less resource intensive.
Here are some basic modules covered during foundation training:
- Accent Neutralization
- Organization and Structure
- Grammar and Vocabulary
- Listening Comprehension
- Culture and Geography
- Telephone Etiquette
- Call Center 101
- Sales Basics
- Customer Service Basics
