Train the iGO Trainer!- December 2020

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Train the iGO Trainer!- December 2020

Have you ever wanted to peek inside the inner workings of the iGO Support Team? Well today is your lucky day, as we travel through the training process for our Tier 1 Support Analyst. Learn how we prepare our team for success while creating a mindset to be Extraordinary.

 

Have you ever remembered a time when you received subpar support, been made to feel like your voice was not being heard, and who you were talking to just did not understand your urgency? I think we can all agree; these interactions create the framework for how you view a company. Our goal has been and will continue to be to provide Extraordinary customer support. It’s just that simple. We want to be here for you when you need us and deliver the support you deserve. Today we take a journey through what goes into training our Tier 1 Support Analysts and how we create a culture of Emotional Intelligence and embracing being Extraordinary.

 

What Happens First?

The very first thing we do with our new hires is to get them access to our solutions. In order to be able to help someone use a solution, our new hires have to have the first-hand experience using anything they are going to be supporting. We have the new hire pair up with a senior team member and the more senior team member explains what iGO is, who it is used by, and walks through an application with the new hire. They review the signature processes together as well. Once the overview is complete, the new hire will be tasked with creating a handful of applications for various carriers and going through the signature process through the client signature portion.

Once the new hire is done creating test applications, and a quick review process takes place, our new hires watch the training videos located on our Customer Portal along with the Take the Tour video. These videos overview everything from how to start an application through the signing process. The videos are short and allow the new hire to digest the information in bite-size pieces.

Once the training videos are completed, we review the iGO Features section of the Customer Portal. While there are a lot of features, it is something that is necessary for us to know and understand. The features are implemented on a carrier by carrier basis, but we want our team members to be prepared for anything and everything they might have to assist with during the application process.

You might be thinking to yourselves, “Whoa this is a lot!”. Yes, it is but remember that we strive for Extraordinary. After all the videos and feature reviews, we have the new hires review the iGO FAQs. From the videos and hands-on experience, they are able to start to understand not only how iGO is used but common questions and how to answer. Our new hires start to connect the dots from an issue or confusion encountered in iGO and then how to resolve that issue or how to train the users to move forward in the process.

 

What Makes the Training Hit Home?

Did someone say boring? Well, that could not be further from the truth! It might appear that our new hires are hunkered down at their desks watching videos all day but the real power in the training comes from our new hires being paired up with other team members to shadow. New hires listen in on calls, review emails along with and answer chats with the help of our existing support team! Not only are we building the relationship within the team, but we are allowing the new hire to be exposed to our solutions and our customers from the very first day.

While the shadowing takes place, our new hires are being quizzed daily on what they were taught the day before. The quizzes also encompass scenario-based questions to make sure our new hires are able to build up their based knowledge as well as troubleshooting abilities. Understanding the solutions is critical, but being able to navigate the steps needed to help the user is even more so.

This process of learning about the solutions, getting hands-on experience to understand how they are used and their workflows, and interacting with existing team members to take in their knowledge and best practices servers our team well. We are normally able to get through our initial training within 4 weeks and most team members feel solid within 3 months. They feel like they can handle any call coming indirectly, or have the knowledge to know what to do if they cannot resolve the issue. Because of our training, about 85% of our calls are handled with a first call resolution.

 

What Happens After the Initial Training?

Repeat, Repeat, Repeat! Our teams are constantly training on new releases, getting refreshers on existing solutions, and taking part in the training of the next new hires. This cycle keeps the team sharp and ready to take on whatever challenges come their way.

It’s not enough for us to train on solutions though. We want our teams to be setup for success mentally. We began training on Emotional Intelligence two years ago and it has served our team members well. Customer Service centers are notorious for burnout and we committed ourselves to rising above that stereotype with our team and company culture, helping our team grow their skillsets and propelling them forward in their careers. Emotional Intelligence not only allows us to reflect on thoughts and actions by training us on how our brain processes interactions, but it empowers us to react in a way that keeps us true to our values instead of reacting emotionally.

We could go on for pages about the work that goes into training our new hires, but we have a feeling this is quite enough for one article. Look forward to more insight into our training program.

THANK YOU for hanging in there with us through the article and the journey!

 

Check out these articles available to you on our Customer Portal for iGO:

iGO Training Videos

iGO FAQ

iGO Knowledge Base

iGO Features

 

How can I submit ideas for future enhancements or article ideas?

https://customerportal.ipipeline.com/ideas/

Submit your ideas through our Idea Exchange!

 

We look forward to empowering you and helping increase your user adoption!

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