TAP Contact Center has a new model of on-job training and was put into practice, for the first time, at the welcome session for new trainees on the 25th of July. The pilot project, which was born from a final work of the TAP Training Trainers' Course, consists of scheduling the Employee's course until starting up functions.
"To achieve a good performance in the shortest time it is essential that the candidates are well received, prepared, informed and introduced to the day-to-day reality of our activity", highlighted the sponsor of TAP Contact Center, Luis Garcia.
The goal of this new model is to facilitate the integration and learning of new employees, but also to provide the senior agents with tools to promote the broadcasting of knowledge during the on-job. The contents are now thought of as the needs of the new colleagues and in addition were even created mutual evaluation forms, between Trainers and Trainees.
"The quality and quantity of information that is offered will enable the service to have professionals able to respond to any request, effectively, increasing the satisfaction and loyalty degree of our Customers," added Luís Garcia.
The first session, which was attended by approximately 20 new Employees, was divided into two phases: a first, in which members were able to "meet the Company" and circulate, as usual, for some of the most recognized Departments, and a second «Welcome Contact Center», to familiarize new employees with the procedures, methods of work and good practices expected to perform the function.
The Trainees balance was recognized by the Company. "We have received positive feedback about this kind of welcome to the new elements, that is not common in other companies of Contact Centers business. It fills us with pride and willingness to work more and more to improve this renewed training package on-job training, "said Ricardo Brito, Contact Center Supervisor and mentor of this project, together with colleagues Ana Lopes and Rebeca Branco.