HAPPYlearning^© – Agent Training

Proper competences enable leading customer service

A prerequisite for world-class customer service is having agents with the proper skills. Having the proper skills is at matter of both theoretical competence but also understanding of soft issues such as verbal approach, proper expression and customer experience.
H1 offers training platform, HAPPYlearning^©, that streamlines the training process of customer service agents. Using e-learning when creating, implementing, and following up training digitally, results in increasing quality, standardize process and skill-certified agents.

Overall, it enables a more cost- and time-efficient training process that:

• Makes it possible to create training material from unstructured information (.pdf .ppt etc.)
• Minimizes time and cost for the training
• Makes it easy, efficient and quality assured to communicate changes, updates and targeted information during ongoing production
• Increasing quality through a standardized training process
• Continuously maintaining and develop competence through recurring knowledge tests and certification.

HAPPYlearning^© creates specific training packages, knowledge tests and certifications compatible with SCORM, which makes it possible and easy to import in all accepted digital training tools.

During onboarding assignment-specific training packages are integrated into H1’s existing E-learning platform for ongoing in-house training of GDPR, Information Security, work environment, Sales and Customer service skills.

A customer service delivery is, from a quality assurance perspective, a matter of structured processes and workflows. HAPPYlearning^© can, already in the onboarding of an assignment, contribute to improved efficiency and structure.

 

Learn more about H1’s outsourced Contact Center delivery