The development and implementation of Appletree University has proven to be an excellent platform for Appletree to be able to provide continuous learning to all employees. Appletree University consists of professional development courses, webinars, listening sessions, printed training materials and reading materials that are available to employees at all times.
Appletree instituted an education goal of 10 hours a month of continuing education for each employee and we are able to achieve that for all employees through the execution of Appletree University.One element that we feel makes Appletree University innovative is the inclusion of listening sessions as one part of the education that we offer to all employees.
As a 24/7 call center/answering service company, the quality of the calls we answer for our customers is what sets us apart from other companies in our industry. As part of our standard procedure, we record all calls that we answer for our customers and we quickly realized this was the perfect training tool.
Listening sessions were implemented where random call recordings of actual calls that were taken by our agents are played, evaluated and discussed in accordance with our quality assurance program. The entire executive team participates in listening sessions for 1 hour each week and all other employees are required to use a portion of their 10 hours of education on these sessions.
Every employee in the company benefits from the listening sessions and not only learns how we can better serve our customers, but also gains an appreciation for the challenges faced by our front line agents. |
