Keys to Good Training and Supervision
Kaminski also stated that supervisors and trainers give the reps lots of encouragement. This is an industry where workers deal with a lot of rejection and hang-ups, and DialAmerica understands that's part of the job and helps the agents to deal with this without taking it personally.
Finally, the reps get the green light to get on the phone and start dealing with the public. However, training has not ended. Kaminski points out that education is an ongoing process and that calls are continuously monitored. All supervisors have been on the phone themselves and are extremely successful at selling and dealing with customers on a wide range of issues. Supervisors monitor calls from the floor, and also remotely from headquarters. There is one supervisor for every 10 sales reps, plus additional supervisors, as well as those at headquarters. All monitoring is done against a checklist and problems are dealt with immediately. Agents are ranked on a scale for their sales techniques and manners, and are also marked on a yes or no basis for all compliance issues, such as, "Did they give the 800 number?" or "Was confirmation read verbatim?"
All this monitoring ensures quality, but does it put additional pressure on the TSRs? Kaminski doesn't think so. According to her, the motto at DialAmerica is "Catch us doing something good."