What types of training do onshore support teams receive?
training do onshore support
Onshore support teams play a crucial role in ensuring customer satisfaction and loyalty. They assist customers with their queries, issues, and complaints. However, to provide effective support, onshore support teams need to undergo various types of training.
Here we will discuss the different types of training that onshore support teams receive to enhance their skills and abilities.
1. Soft skills training :
Onshore support teams need to possess excellent communication and interpersonal skills to effectively handle customer queries and complaints. Soft skills training focuses on developing these skills among the support team members. The training includes modules on active listening, empathy, problem-solving, and conflict resolution. The aim is to help the support team members understand the customers’ needs and provide personalized solutions to their queries.
2. Product knowledge training :
Onshore support teams need to have in-depth knowledge of the products and services offered by their organization. Product knowledge training focuses on providing this knowledge to the support team members. The training includes modules on the features, benefits, and technical aspects of the products and services. The aim is to help the support team members understand the products and services better and provide accurate information to the customers.
3. Customer service training :
Onshore support teams need to provide exceptional customer service to ensure customer satisfaction and loyalty. Customer service training focuses on developing the support team members’ skills and abilities to provide excellent customer service. The training includes modules on customer handling, complaint resolution, and service recovery. The aim is to help the support team members understand the customers’ expectations and provide personalized solutions to their queries.
4. Cultural training :
Onshore support teams often interact with customers from different cultural backgrounds. Cultural training focuses on developing the support team members’ cultural sensitivity and awareness. The training includes modules on cultural differences, cultural communication, and cultural adaptation. The aim is to help the support team members understand the cultural nuances and provide personalized solutions to the customers’ queries.
5. Time management training :
Time management training focuses on developing the support team members’ time management skills. The training includes modules on setting priorities, managing workload, and handling time-sensitive tasks. The aim is to help the support team members manage their time effectively and provide timely solutions to the customers’ queries.
6. Technology training :
Technology training focuses on developing the support team members’ technical skills and abilities. The training includes modules on using different software, tools, and applications. The aim is to help the support team members understand the technology better and provide efficient support to the customers.
7. Sales training :
Onshore support teams often interact with customers who are interested in buying products or services. Sales training focuses on developing the support team members’ sales skills and abilities. The training includes modules on sales techniques, product pitching, and objection handling. The aim is to help the support team members understand the customers’ needs and provide personalized solutions that lead to sales.
Conclusion :
By undergoing these types of training, onshore support teams can provide efficient and effective support to the customers, leading to customer satisfaction and loyalty.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.