We recognize that training for customer service is very limited at the academic level. That is why we have designed a training that will initially focus on general call center and customer service skills and then move on to more specialized training catered to the requirements of our clients. This method allows each of our CSRs not only to be familiar with normal call conditions but also allows the CSR to be ready and help avoid situations which could lead to a dissatisfied customer. We at Irina Interactive, understand and design our training curriculum to prioritize customer satisfaction.

General call center and customer service training can typically include a day long orientation which helps familiarize future agents to the organization's culture and day to day procedures. This is followed by a week long introduction to customer service and its various aspects including but not limited to training on sales skills, listening skills, customer service training, product knowledge and call control and management . Great customer service is looked upon as a science or art that enables a potentially good agent to become an outstanding agent. These are the agents that our clients require, and a client should have nothing less, exemplary service at any level for its customer's. Once agents have been given the general call center and customer service training, training on the client's specific requirements is deployed. Unlike the general call center and customer service training, this training is not uniform for every trainee inducted, this is where a CSR specializes to take calls for a dedicated group of accounts in approximately one more week.

During the training period, all potential agents sit through several quizzes and examinations. A trainee must maintain a very high grade point average to be able to take live calls for our clients and graduate training. All through the last week of training, trainees are expected to take mock calls from tenured CSRs, trainers and supervisors. These mock calls enable trainees to implement what they have learnt in training and apply the newly acquired skills to near real world situations and scenarios. Often, the degree of difficulty of these calls is substantially higher than that of regular live calls. This helps agents prepare for the unexpected, however, the unexpected is no longer unexpected. In our experience, feedback on mock calls is the most important part of training. Agents are well informed about what they did well and what they need to do better for that extra edge in customer satisfaction.