‘JIVA is consistently rated as the best by our Clients for Accent Neutralization Training’ |
We recognize that our employees are our greatest assets. They contribute in a big way to our continued success in meeting and beating stringent client expectations. We believe in investing in our workforce through continuous training and development. This enables them to develop to their highest potential and achieve their personal and professional goals.
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| Key aspects of our Training Process are: |
JIVA has a dedicated team of experienced trainers to impart Soft Skills and Project specific training. Our Trainers adopt various techniques to impart our Customer Service Representatives with the best training possible. We use Computer Based Training, PowerPoint Presentations in the form of self-learning and classroom modules, role-plays, mock calls, listening exercises, handouts, audio and video clippings to train our agents.
Training is generally a healthy mix of classroom sessions and practical exercises and is imparted in the following phases:
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| Induction Training Process |
This typically covers topics such as
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Service Skills |
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Accent Training |
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Technical Knowledge and |
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Simulation of real life scenarios |
Project Training Process
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Conducted by dedicated ‘Process Trainers’ for Technical and Non Technical Programs |
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Relevant agent certification processes on completion of training as required by the Client |
On-the-Job Training
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OJT is an integral part of the training process |
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Facilitates smooth transitioning of an agent from the Training Room to the Operations Floor |
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Includes new hire side jacking by Project Trainers, Team Leaders and Quality Coaches |
Refresher Training Process
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Based on quality feedback |
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Conducted by a team of dedicated ‘Refresher Trainers’ |
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Helps improve individual agent and overall program performance |
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Includes skills up gradation |
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