We have a big new team in the contact center thanks to a wave of new hires.
Cara Lemieu and Trevor Morley work together on the Vermont campus. Photo at top: members of the Texas team work together.
Casey Henry and David Combs train together in Vermont.
But now they have to learn the complexities of hitting the phones and navigating our systems and assisting our customers.
Mark Farrell tells us that the team is relying on both the traditional and innovative in training the new employees.
Veteran members of the team have provided support, working one on one with the new folks.
But the trainees have also paired up to help each answer calls.
“So imagine if you and I were both in training,” he said. “Rather than go solo, which can be intimidating, I might drive (navigating on the system) and you would be actually speaking to the customer. Essentially, we have two new associates learning with each other while helping serve our customers and taking record numbers of calls!”
It’s great to hear, also, that the teams are now taking record numbers of calls.