I think ongoing training is essential if the support team is expected to represent the company properly. Initial onboarding is only the beginning because products, policies, and customer questions change over time. When I clicked more details, the use of trained agents as part of the operating model caught my attention for exactly this reason. I would expect a provider to have a process for updating internal documentation and communicating changes to agents quickly. Short training sessions can probably work well for smaller updates, while larger product changes may need dedicated preparation before launch. It is also useful to track which questions agents are getting wrong or escalating frequently. Those patterns can show where the training material needs improvement. I would rather have a system that continuously learns from actual customer conversations than a static manual that nobody updates. Regular quality reviews can also confirm whether agents have understood the changes. In my opinion, keeping an outsourced team informed should be treated as an ongoing part of the partnership, not something that happens only during the initial setup.
Posted by Waivio guest: @waivio_fhjd-hbdn