1. Build confidence: Role-playing provides a safe environment to encounter these scenarios for the first time, which builds confidence in team members that they can then use, when they need to handle a real life situation.
2. Provide really great opportunities to practice in a safe environment, where mistakes have no real world consequences as would be the case in ‘on the job practice’. (note that some learners will not find a role play environment safe).
The Internal Drills are part of our monthly Quality Assurance Process where our Call Center agents practice the skills they have acquired in the call center training.
We have 300+ AnswerNet Call Center agents and 20+ preselected Aviem role players. Utilizing the latest call center technology, the AnswerNet Call Center agents are stationed in 19 different locations across USA and Canada.
The Internal Drills provide training to 10 Call Center agents each month, with agents located in at least 5 call center locations per drill and 4 Aviem role players on average (numbers are subject to change monthly).
The Agents are pre-informed about the drill and aware that the calls are being recorded for training purposes.
The exercise includes over 100 test calls made by the Role Payers team.
All data is fictional: we will not use real names of companies/locations/airports etc.
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