Empower Your Business with Quality Training Services

Overview

At Intelegencia, our training framework is built to ensure proactive agent preparedness and seamless operational efficiency. We focus on equipping trainees with the skills and knowledge required to strategically position themselves in tasks, thereby enhancing client satisfaction. Our comprehensive training is structured into five key buckets, fostering a strong foundation for success across roles and responsibilities.

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Quality Management System

Our formalized Quality Management System (QMS) is designed to document, standardize, and streamline all processes and procedures essential for achieving quality policies and objectives. This systematic approach helps ensure that your business operations consistently meet the highest standards of service quality.

Quality Form Creation

Our Quality Experts work closely with your team to develop and tailored-fit Quality Forms that align with your defined standards of excellence. This ensures that your service quality is consistently monitored, assessed, and improved over time.

Quality Calibration

To maintain accuracy and consistency, we conduct both internal and external calibration sessions on a monthly basis. These calibrations help align expectations, ensure uniformity in performance, and provide feedback that leads to continuous improvement across all customer service channels.

Quality Reports

Our commitment to transparency and performance tracking is evident in our detailed Quality Performance Reports. These reports, delivered weekly, monthly, and quarterly, offer actionable insights into service quality, helping you track progress and identify areas for improvement.

New Hire Onboarding Program

The goal of our New Hire Onboarding Program is to showcase how the core competencies of our trainees are developed as needed to perform their tasks effectively. The core competencies are categorized under knowledge, skill, and behavior. We aim to help our trainees succeed as they pass their assessments and certification. Through this goal, they will be able to contribute to the success of our partnered clients and Intelegencia.

Core Competency Development

Supplementary Trainings are essential to grow your team. Through our Core Competency Development strategies, we make sure that your team members acquire new skills through Upskill Training, obtain existing job functions through Cross Training, review and reinforce previously learned core competencies through Refresher Training, or realign work attitude and values through Behavioral Training.

Process Documentation

We help your business succeed in any means possible. As we document your standard operating procedures, we can build a comprehensive Process Manual that consolidates existing practices and new updates for ease-of-access towards you and your team. This empowers your team to build the confidence of mapping their way to deliver quality service.

Tailored-fit Training Solutions

Our tailored-fit training solutions are customized learning programs that are specifically designed to meet the unique needs and requirements of our organization and/or employees. These solutions are tailored to address specific challenges, goals, and gaps identified within the target audience.

Product/Service Knowledge

We begin with a deep dive into the products and services offered by your organization, ensuring agents have a strong understanding of your brand identity, target market, and customer journey. This knowledge forms the foundation for every interaction, empowering agents to represent your business accurately and with confidence. They learn to position your offerings effectively, creating meaningful connections with customers and driving better outcomes.

Tools and Systems Training

This training focuses on the tools and systems required to efficiently complete operational tasks. Agents become proficient in the applications they use daily, learning how to navigate platforms, use software tools, and follow operational workflows. The goal is to enhance operational efficiency and minimize errors, ensuring that agents are fully equipped to handle every task with ease.

Knowledge Management

Our knowledge bucket ensures that agents have access to all the essential information needed to perform their duties. This includes understanding operational tasks, contact workflows, compliance guidelines, and policy requirements. Agents are well-versed in the information necessary for managing different customer inquiries and issues, ensuring they provide accurate and relevant support every time.

Skills Development

Building essential skills is at the core of our training program. Agents are trained in the application of standard processes and procedures while also developing soft skills to enhance customer interactions. From problem-solving to active listening, agents learn the skills necessary to provide exceptional service, helping them build stronger relationships with clients and resolve issues effectively.

Cross-Functional Training

We emphasize the importance of collaboration and flexibility within the team. This bucket focuses on teaching agents to recognize support contacts, identify collaborative functions, and work effectively across different departments. The goal is to ensure that agents can adapt quickly to changing circumstances and contribute to team success, driving productivity and customer satisfaction.

Why Intelegencia?

Proven Expertise

Intelgencia brings years of experience and a wealth of knowledge in developing effective training programs. Our comprehensive approach ensures that agents are fully prepared to handle tasks with confidence and deliver exceptional service. With a focus on building both technical expertise and soft skills, we empower agents to create meaningful customer experiences, ultimately driving your business success.

Effective, Impactful Training

At Intelgencia, we prioritize equipping agents with the skills and knowledge they need to excel. Our structured training process ensures that agents are not only well-versed in your services and tools but also adept at applying their skills in real-world scenarios. With a focus on long-term success, our training programs foster agent growth, enhance team collaboration, and contribute to the overall performance of your business.

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Training & Quality Services