In my opinion, Amy has completely hit the nail on the head. At least at the corporate office the rate of new accounts is phenomenal.  Customer Service is responsible for training these accounts, dealing with the overwhelming amount of client calls and issues, training new operators and now dealing with billing questions as well. The amount of messages in the 2780 account alone is a full time job.  They need more help.

Additionally, the most effective training is listening to calls. I learn something every time I am able to do this. However, to do this effectively the calls need to be clear enough to hear.  I agree with Amy,  issues such as being on time etc should be dealt with on an individual basis. It is not an efficient use of meeting time.

Finally, new accounts should not be launched with inaccurate or inadequate information pages or with patch buttons that do not work correctly or go to the wrong people. Specifically, they should not be launched on a weekend when the company is having a special!!  Perhaps more communication between sales and IT making sure we do not rush account launches or overpromise on what we can do would help. It is not always that the operators are not trained on the account, many accounts are similar but we need the information and the tools to do our job. The software needs to work properly.

Thank you for listening, (or reading as the case may be)

I think allotting 5 minutes to every shift, solely for reviewing new accounts would help. To gain knowledge and familiarity with any account it is vital to look through it thoroughly before taking a call live, in my opinion.

Many agents don't pull up new accounts to read the mastercard, go through the script, read specials, etc. because doing so will affect their disconnect time and their incentive. I know they can log on to a training login, but an agent most likely will not just go ahead, on their own, and do that if they are not told to by a team lead or trainer.

In my opinion, Amy has completely hit the nail on the head. At least at the corporate office the rate of new accounts is phenomenal.  Customer Service is responsible for training these accounts, dealing with the overwhelming amount of client calls and issues, training new operators and now dealing with billing questions as well. The amount of messages in the 2780 account alone is a full time job.  They need more help.

Additionally, the most effective training is listening to calls. I learn something every time I am able to do this. However, to do this effectively the calls need to be clear enough to hear.  I agree with Amy,  issues such as being on time etc should be dealt with on an individual basis. It is not an efficient use of meeting time.

Finally, new accounts should not be launched with inaccurate or inadequate information pages or with patch buttons that do not work correctly or go to the wrong people. Specifically, they should not be launched on a weekend when the company is having a special!!  Perhaps more communication between sales and IT making sure we do not rush account launches or overpromise on what we can do would help. It is not always that the operators are not trained on the account, many accounts are similar but we need the information and the tools to do our job. The software needs to work properly.

Thank you for listening, (or reading as the case may be)

I think allotting 5 minutes to every shift, solely for reviewing new accounts would help. To gain knowledge and familiarity with any account it is vital to look through it thoroughly before taking a call live, in my opinion.

Many agents don't pull up new accounts to read the mastercard, go through the script, read specials, etc. because doing so will affect their disconnect time and their incentive. I know they can log on to a training login, but an agent most likely will not just go ahead, on their own, and do that if they are not told to by a team lead or trainer.