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Frequently Asked Questions

What type of call center training do you offer?

Kelly’s computer-based, interactive, multimedia training takes the employees into a virtual contact center environment. Four training courses are available to meet the needs of our customers in a variety of contact center environments:

Agents of Excellence

Achieving a Higher Level of Customer Service – training for all call center positions

Maximizing your Sales Potential – outbound sales/telemarketing training

Mastering Effective Collections Calls – training for the collections environment

Developing the Leader in You – training for leadership positions

Benefits to the Employee

  • It is easy to navigate through the topics in the courses.
  • The courseware provides constant feedback on both correct and incorrect responses/selections.
  • The simulated environment provides hands-on experience in a virtual “at-work” atmosphere.

Benefits to You

  • Increased agent productivity, plus improved customer service, improved call times, and decreased training costs.
  • Multimedia training with text, graphics, and audio recording increases effectiveness as employees actually read, hear, see, and do.
  • Simulation-based voice recording technology allows self-recording and playback in a mock customer environment.
  • Voice pitch/inflection monitoring technology provides immediate feedback from a coach if agents speak too quickly, harshly, or too high.
  • Modular assessments provide instant agent feedback.
  • Bookmarking enables customer service agents to return to specific areas of training until they are satisfied with their results.

Note: Contact your local Kelly Branch Office for a demonstration of our KellyConnect contact center training program.

Additionally, our employees can be trained on popular software packages including Microsoft Word, Excel, and PowerPoint in addition to database, e-mail, and web browser concepts.