Training & Development

We Understand Your Brand

Agent training and continual learning is a key value proposition at CCM. Our management team utilizes modular training and tutorials, a grade book system, and adaptive quizzing to immerse new agents into the cultures of the brands they will represent. Then, we continuously refine our knowledgebase to include new procedures, maintain quality assurance scores, and ensure optimal staffing levels.

Agent Assessment and Initial Training

Both webinars and onsite visits are used to assess prospective CCM agents. Those selected are trained in small groups by dedicated team leaders. We train our pre-screened candidates to understand our clients and demonstrate true empathy for their customers.

Your Policies and Procedures

When you engage with CCM, you will benefit from English-fluent agents who have a deep understanding of your company’s customer service standards. We use cutting-edge adaptive online learning modules and ongoing agent training to backfill attrition and maximize our understanding of each client’s policies.

Effective Agent Learning Resources

Today’s learning process for new agents involves a library that consists of hundreds of online tutorials tailored to every client. It also includes learning software that uses a quizzing algorithm to help agents quickly learn processes and thousands of procedural documents.

Always-On Quality Assurance

CCM’s dedicated Quality Assurance team monitors agents to ensure adherence to our clients’ performance expectations. We will work with you to adjust your procedures as necessary to enhance efficiency and customer experience.