Out flexible approach allows Bonfire to cater to the specific needs of the client. This client was seeking a Train-the-Trainer option that would allow their staff to provide training and gain ongoing education to support program enhancements. We often train and augment staff for larger organization such as these.


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Operations Management

The Customer

Our client was seeking a long-term partnership with an organization that could support their rapid and significant growth, while being complementary to their people-centered culture.
 


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Results

Courtesy and professionalism are improved. Coachable standards were created and implemented for quality assurance. Ongoing support continues through coaching calls, customized newsletters, employee engagement surveys and more.




The Challenge

The goals of the training included providing best-in-class customer service, and implementing a quality call monitoring program and protocol that would enhance employee effectiveness and offer industry-recognized certification programs that support employee professional development.



The Solution

Bonfire tailored the training to their business and processes, including integrating the training with multiple departments with many different responsibilities and business goals. Our instructional designer was able to incorporate their company values into the training, as well as some additional communication training that they had previously presented and wanted to reinforce in tandem with our program.

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A follow-up plan for sustainability was created, including a peer leadership program, daily huddles in the contact center, and coaching/accountability calls after the training with the Bonfire trainer and the client leadership team.

Melissa

Director of Operations

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