KPN’s objective is to become The Netherlands’ most customer friendly company. One element that needs to be addressed in order to reach this goal is training the call center representatives. By doing so, they can optimally connect with the customer and provide the best offers.
High level of practical use
HBtraining has developed a thorough training journey, which includes four half-day training sessions for all new call center employees. These sessions are characterised by a high level of practical use. The learned skills are applied in phone calls with real clients. An experienced customer expert listens in on the conversation and provides coaching on the job. This way, as many facets of the brain as possible will be activated. This stimulates processing and remembering everything the participant learns.
The result of the training journey is that people operate more confidently and more courageously. Besides, there is a drop in the rate of employee outflow.