Building strong teams through training

At Global Response, training is never one-size-fits-all. Of course, every employee is expected to learn and apply our core values, but beyond that, an employee’s training will largely depend on the project(s) to which they are assigned. Agents working in our Shared Group undergo a curriculum that includes classroom, one-on-one and computer lab training.

Classroom training materials include manuals, worksheets and written tests. We employ multiple classroom methods such as “role-playing,” computer video projection, video conferencing, whiteboards, product sampling and product and procedure manuals.

Classroom sessions take up 60% of training time. The balance is devoted to on-the-job computer/telephone training with frequent monitoring feedback and coaching. We collaborate with our clients in developing specific educational programs when warranted.

Dedicated agent programs typically include a comprehensive overview of the client's marketing philosophies, program objectives, policies, procedures, data entry and logistics of execution. Depending on the complexity of the program, we develop a “campaign manual” which is modified from time to time in accordance with program changes instituted by the client. Trainers are selected from within based on their ability to motivate, instruct, and present relevant real-world experience.

We encourage our clients to work onsite with us, and we can provide fully-equipped offices and conference rooms for our client representatives*.  Clients also participate in the training process by providing samples of print, television or radio advertisements along with product fact sheets, posters or company banners. Many of our clients have sent entire product displays and clothing racks so our assigned staff can touch and feel them. That way they can talk from personal experience when questioned by a caller. Our classrooms start from under 20 employees, but our flexible partitioning classroom is easily reconfigured so we can teach as few or as many agents as the program requires.

We have lost count of the commendations from our clients thanking us for the quality and effectiveness of our training regimen.