VCC Service Disabled Veteran Managers go through the extensive agent training described below. After graduation from this training program our Veteran Managers work side-by-side with experiences VCC Managers for several months to ensure quality control to conclude their training program.
Education of our employees is one element VCC takes very seriously. It is important to provide clients with associates who are not only knowledgeable of the products involved, but who really understand the culture of the company or organization they are representing.
The process of education begins in our State of the art Learning Center. For the first 35 hours, associates are immersed in contact center knowledge. In this manner they are taught to understand systems, and the differences between pure customer service programs and sales driven programs.
After the first 35 hours of paid training, additional program specific education is conducted:
all programs are taught by certified instructors
the education is conducted in a state of the art learning center complete with video and surround sound
all associates are tested daily not only on platform specific information, but also on system knowledge
associates must pass every test given, prior to being certified and assigned to client programs
additional tests are conducted automatically via our ongoing monitoring process
updates and program changes are communicated to all employee daily or instantaneously