Communicator Training Cycle
InfoCision’s Communicators are required to complete a comprehensive training course before they have the opportunity to take and make calls for our clients. We hire only the most talented individuals and we make sure they are adequately prepared to meet the high standards InfoCision sets for the performance of its call centers.
Initial Training
Communicators spend their first week in in-class training, where they learn about InfoCision’s history, procedures and fundamentals. In-class trainers explain to them what will be expected of them as Communicators.
During the second through fourth weeks, new Communicators begin making phone calls. They are grouped by teams, which a call center trainer oversees. The trainers are always available to answer Communicators’ questions or address their concerns during these three weeks.
When Communicators complete their fourth week of training, they begin making phone calls under the guidance of a program supervisor.
New Communicators also attend three additional classes to help them integrate into their new job: a pay and benefits class, a QSA class that describes how we measure quality and the areas in which they will be evaluated and an objection-handling class.
Program-specific Training
When InfoCision takes on a new client or rolls out a unique call center program, Communicators receive extensive training on that client and the program they will be working on. While each course of program-specific training can be different based on the client or program, each has the same goal – to make each Communicator a direct extension of the organization for whom they are taking or making calls. They learn about the organization’s history, mission and values. They learn about the donors or customers with whom they will be speaking. They learn everything they need to know to deliver our clients the highest possible ROI.
In short, our Communicators are our greatest assets and we provide them with all the necessary tools to do the best job possible for our clients.