CSG can prepare a fully formatted, comprehensive training course and course materials for your call center. Central to this effort will be the creation of a comprehensive set of call "blueprints." These blueprints will ultimately be used to describe and re-engineer the workflows currently used at your facilities.

CSG's pedagogical approach is unique in our experience:

Blueprints form the core of the training—these are NOT role plays added as an afterthought. Customer service skills are taught as an integrated part of procedural and blueprint training. Good service becomes as automatic as entering the right code on the computer. Subject areas are carefully spread out over the training period to ensure students don't become "saturated" with one topic.

CSG will continue to provide ongoing monthly training by a CSG training specialist as needed.

CSG shall provide written materials including:

		An Instructor Training Manual
		Student Manuals covering all aspects of company operations and call center procedures.

These will be structured in sensible modules complete with exercises and exams. Homework will be included, and the program will prepare all agents to provide excellent service/sales.

Typical results for CSG designed training are reducing learning curves by 50% or more. In one case CSG trained agents achieved results in 3 days that typically took over 3 weeks to attain.