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In addition to MEDFONE’s extensive training and retraining continually provided to our agents to keep them up to date and well versed
about the new clients coming on board, we also run several training programs that are as fun as they are educational.
Classroom Training |
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With a twelve (12) seat-training classroom, all new agents participate in a two to three week training program. Additionally, all employees are expected and encouraged to attend monthly “Strive for Excellence” training sessions. Each month the agent’s skills are tested and refined. Our Strive for Excellence programs further develop and reinforce the skills
necessary to deliver legendary service. |
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Mentoring Program |
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As agents join our team, after their initial training, each new agent is assigned a mentor. This mentor is an experienced agent who can assist and further develop the new agent. Any questions can be discussed with the mentor. |
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Team Leaders |
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These more experienced agents provide ongoing coaching and guidance to all call center agents. Beyond the standard training, each team leader is expected to deliver twenty hours of training a month to the call center agents. |
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Quality Monitoring |
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All agents are monitored, on a weekly basis, on 25-30 elements of
a call. Each call is reviewed for accuracy and service levels. Additionally, agents complete self-evaluations on at least ten calls per month. Their self-evaluations are reviewed with their supervisors. Shift Manager meet with the agents on a monthly basis
to review key performance indicators. review of their calls. Corrective action plans are created were necessary. |
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True Colors Program |
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All employees participate in this fun interactive program that helps us understand human
psychology. Our employees discover their own personality style and learn to recognize their own unique blend of strengths, qualities and preferences. Additionally, we become aware of individual differences and the
importance of diversity. |
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MEDFONE Jeopardy |
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Weekly games, including a competition are held to assist agents with call center protocol and procedures.
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