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United TranzActions and The Call Center School: "The Self-Paced, Relevant E-Learning Programs are Ideal"

[fa icon="calendar"] September 25, 2014 / Lorraine Mullen

United TranzActions LLC provides payment processing and credit card payment solutions, offering check guarantee, electronic bill presenting and payment, remote deposit capture, credit card processing and online bill payment services. The company is based in Miramar, Florida.

Akilah Harris, Director of Authorizations and Risk, shares United TranzActions' experiences with The Call Center School's e-learning programs.

"The Call Center School e-learning programs have worked wonders for our operation. The structured training layout and course subject matter is particularly appealing because it’s based on a clear understanding of call centers and business needs. Modules such as Handling Hostility and Challenging Callers are really useful to our agents. The audio and visual aspects of the courses are almost as if the agents are being taught by a live instructor.

Because the e-learning programs are online and always available, agents can log in and train on their downtime, pausing any module to go back on calls and return at a later stage. This is fantastic in the call center environment and works amazingly for my department.

I absolutely love the e-learning progress tracking overview and reporting facility, because I can view the progress for each agent and don’t have to track anything manually on spreadsheets. This is really helpful, especially when you’re managing a large number of agents.

Since using the Frontline Fundamentals program, our agents are more engaged and show more initiative and ownership of their calls and in our team meetings. Our large management team have found the Call Center Supervision and Workforce Management programs exceptionally helpful.

For me, The Call Center School e-learning programs are ideal as it’s always available online and provides relevant, self-paced training modules for all call center employees. We’re very happy with the service and training that The Call Center School provides and would recommend the e-learning programs to anyone running a call center."

Topics: Contact Center Case Studies

Lorraine Mullen

Written by Lorraine Mullen

Lorraine Mullen joined The Call Center School in 2008. With an extensive background in both software user and customer assistance, Lorraine brings a wide range of experience and knowledge to the team.