 |  | Teleperformance's training process produces confident and competent agents to optimize client results. We use a "Train the Trainer" approach to fully comprehend our client’s enterprise. Selected trainers and representatives from management, our Tiger Team, are deployed to client facilities, to experience training curriculum and support within the client environment. During this time, training needs are determined. Teleperformance resources work with the client to develop the necessary curriculum.
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Teleperformance Trainers also customize existing training modules to client program specifications, making the training process more efficient.
Teleperformance has developed a number of employee training modules for use of our systems. A few examples include our Orientation Training Module, Contact Center 101 - Support Center Acclimation Training; Customer Service 101 - Soft Skills Enhancement Training; and more.
We strive to create a simulated work environment within our training facilities. Training is conducted in our facility using an instructor-led classroom facilitation approach. Each training room is fully equipped with multi-media presentation equipment.
Our training programs are carefully designed to accommodate the training requirements specific to each client support program. The duration of training is dependant upon the quantity of material required by the client to deliver initial contact support. Training averages between 1-3 weeks depending upon the curriculum and complexity of support; additional training may be required for higher skill levels.
Training methodologies are selected according to the specific training requirements of each client, as well as the type of support being provided.
Teleperformance has found the use of multiple delivery techniques helps insure the success of formal classroom training through the full comprehension among all participants.
Hands-on training is used extensively while in the classroom. Specific training methods used in our programs include lecture, instructor-led computer based demonstrations, group discussions, peer-to-peer exercises, video/audio-based instruction, and additional customized activities as required. Side by side call monitoring sessions and role-play are used to reinforce what is being learned in the classroom. This approach provides hands-on experience for trainees in a controlled test environment.
To ensure all Agents successfully complete training, all Teleperformance trainees must pass a complete training course, all training skill checks/quizzes (include role-play exercises), a final certification exam, and a period of close observation called “Nesting”.