Post by shiyabul on Aug 21, 2024 13:33:34 GMT 10
The WFM supervisor was reaching out to me because when I joined the company, I was given the -page Statement of Works (SOW) for the HCC program and asked to develop training within a month or so. My experience taking calls with a similar managed care program helped me develop training for the program. As part of the training for HCC, I added a separate presentation that was more interactive on sensitivity training.
I was never asked to do it, but I knew it would benefit the agents https://lastdatabase.com/ taking calls on this phone line. Training that I wished was part of my orientation training when I took calls at my previous call center position, but which I learned from the school of hard knocks. I incorporated the sensitivity training because I recall agents in my previous call center position feeling uncomfortable.
I noticed they weren’t sure how to proceed with a call where the caller was using a relay service. They would resort to raising their voice on an ASL interpreter call or spelling out their words on a TTY line, none of which was required. After agents completed the training, they had different outlooks because they understood the challenges that people with disabilities face.
I was never asked to do it, but I knew it would benefit the agents https://lastdatabase.com/ taking calls on this phone line. Training that I wished was part of my orientation training when I took calls at my previous call center position, but which I learned from the school of hard knocks. I incorporated the sensitivity training because I recall agents in my previous call center position feeling uncomfortable.
I noticed they weren’t sure how to proceed with a call where the caller was using a relay service. They would resort to raising their voice on an ASL interpreter call or spelling out their words on a TTY line, none of which was required. After agents completed the training, they had different outlooks because they understood the challenges that people with disabilities face.