Order Taking Training

METHODOLOGIES FOR RECRUITING AND TRAINING
CALL CENTER STAFF

 

RECRUITMENT AND SCREENING

Our staff members are chosen based on a combination of applicable job experience and education. Many of our operators and supervisors are call center veterans, many others have a solid customer service background. Our internet recruiting campaign has ensured new candidates have the necessary level of computer skills. When staffing needs dictate, we hire only bi-lingual (Spanish/English) operators to ensure we can service our clients’ language needs.

OPERATORS

Aplicants are given an aptitude test to determine spelling, typing, editing, problem-solving and basic intelligence. A combination of education, test results, experience, work history and verbal communication skills is used in determining the right candidates for our call center. Our employees meet the highest industry standards and we reward them by offering them the highest rate of pay and the best benefits packages available

in our region.

TRAINING

New operators receive 40 hours of hands-on training on our system with an experienced operator before they ever answer a phone. Trainees must master a checklist of procedures and protocols with special attention given to clients with high call volume, customized databases, intricate and varied protocols and emergency situations. Once the trainee has completed her training and mastered the checklist, she is put on a 3 month probation and assigned a mentor who monitors performance, corrects operating technique and reports on performance to management.

Operators are trained to:

answer calls enunciating client’s company name in a clear-spoken, positive manner

show real interest in helping the caller

treat callers politely and professionally

courteously control the call and capture data client requests

adhere to and enunciate the script

maintain a pleasant tone of voice

confirm facts, i.e. ask for spelling of names and read back telephone numbers

use common courtesies, i.e. please and thank you

leave the caller feeling confident a correct message has been taken and will be delivered

9. METHODOLOGIES FOR EVALUATING CALL CENTER STAFF

OPERATOR EVALUATION 

Operator performance is continually evaluated. Evaluation is performed on a daily basis by supervisors via message review, technique correction and operating room observations. Egregious non-compliance with Ordertaking .com answering standard is grounds for dismissal and is dealt with immediately.

On a monthly basis, management meets with Shift Supervisors for a more formal review of the operating staff. Operators are assessed on the following criteria:

Are calls answered clearly and distinctly?

Is answer phrase / greeting strictly adhered to?

Is answer phrase delivered in a positive manner?

Is script adhered to and requested data captured?

Are spellings requested?

Is telephone number with area code captured?

Is telephone number verified with caller?

Are calls handled courteously, with standard niceties, for example:

I will deliver your message.

One moment, please.

What is your call regarding?

Thank you for waiting.

I don’t have that information.

Because we specialize in service to the healthcare community, special attention is given to how operators handle emergency calls and scenarios. In addition to the criteria above, we carefully assess operators on the following criteria:

Is emergency protocol strictly adhered to?

Are reminder alarms activated for emergency messages?

Is disposition of emergency message noted properly on message pad?

Is supervisor advised of unanswered pages and traces to emergency personnel, outdated on-call information or outdated reach information for on-call personnel?

Operators needing improvement meet with supervisors and management and are made aware of the areas that require improvement. Supervisors offer additional attention and training to these operators and monitor their performance closely. Operators unable to meet Ordertaking .com answering standards are dismissed.