Training

CallCopy #1 in Customer SatisfactionOne of cc: Discover's key benefits is its ease of use and intuitive design – allowing users to quickly become fully proficient with the system. CallCopy’s training staff are industry experts, having extensive experience working in call center programs spanning diverse industries – from B2B to B2C support, inbound and outbound programs, sales and service, and large and small centers. They will quickly and efficiently train your staff, tailoring training modules to your organizational requirements.

The Training Process

Training is typically scheduled following the completion of installation, so that your staff learns to use your new CallCopy software in your own environment. To ensure maximum comprehension among all participants, training includes learning exercises geared toward all types of learners (aural, visual and kinesthetic). This is accomplished by utilizing a mixture of lecture, visual demonstrations and walk-through, and hands-on exercises. Training can be delivered either on-site or remotely (via webinar).

Role-Based Modules

Training consists of three separate modules, segmented by core role. Because these roles may overlap in your organization, a user is welcome to attend as many modules as necessary.

  • End-User – Covers using the software to perform day-to-day recording search and retrieval, as well as issuing quality assurance scorecards and running reports.
  • Quality Assurance (QA) Form Building – Focuses on creating QA forms for your organization, including walking you through creating an initial form in the CallCopy system.
  • Technical System Administration – Prepares your administrators for system configuration, so they have a thorough understanding of the touch-points cc: Discover shares with your existing data and telecommunications networks.

Open Training Sessions

CallCopy offers open training sessions for current customers at no additional cost. These sessions provide organizations with the ability to receive refresher training, receive training for new users and learn about new features and processes.

Details

  • Sessions are held via a conference call and GoToWebinar.
  • The End-User and QA Form Building modules are held monthly, while the Technical System Administration module is scheduled quarterly.
  • There are 12 open seats per session, filled on first–come, first-served basis (limit three per client).
  • Your organization must have a current maintenance contract and a purchased training module for the attendee’s CallCopy system.

If you are interested in attending an open training session, please refer to our events page for a list of upcoming sessions.