Contact Center Case Studies

Fifth Gear and The Call Center School: “Convenient E-Learning that enhances Employee Experience”

Lorraine Mullen 1 min read

Fifth Gear develops and delivers solutions for order fulfillment, customer care, product personalization and ecommerce technology to create seamless direct-to-consumer experiences. The company is headquartered in Indianapolis, Indiana.

Robin R. Brummell, Quality Assurance and Training Assistant Manager, shares Fifth Gear’s experiences with The Call Center School.

“In early 2014 Fifth Gear required an online certified program that offered a skill building curriculum structured for contact center operations, management staff and frontline employees.

The Call Center School’s e-learning curriculum met Fifth Gear’s search criteria as it encompasses subject matter specific to Quality, Customer Sales and Service, Workforce and Partner Success.

With the functionality to access online courses such as Call Center Supervision and Workforce Management, each individual has the ability and convenience to learn at their own pace. The audio/video modules not only provide us with our own personal one-on-one teaching staff, but the simulation of being in a classroom also enhances the learning experience for the employee.

In addition, the reporting and progress overview is very user-friendly. I am able to track our team’s progress at any given time.

The Call Center School’s e-learning programs have enabled Fifth Gear to stay on track with the very latest in contact center operations. I look forward to our successful completion of the program.

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