Training Development Officers or TDOs are the people who give assistance to agents who are having a hard time handling their calls. They provide agents with the tools they need to complete each call successfully. If an agent can't handle a difficult call then he can transfer the call to a TDO.
Besides giving assistance and taking transfer calls, TDOs are also reponsible for the agents' compliance to company policies and procedures in order to maintain an orderly and achievement-oriented work environment. If an agent is caught violating the policies, he will be warned or issued a violation slip by a TDO. Agents who commit the same violation within the 90-day period will have their corrective actions escalated to the next level. This repeated violation can lead to termination.
2 comments:
i worked for accenture call center once. my process was AT&T internet services. we had SMEs who did that. subject matter experts. but our cubicles dont look as good as yours. i guess there is a limit on how many calls you can trasfer right?? we had something called sup calls. basically the some SME would take it. sup=floor spervisor.. hehe.. and by the way.. im gonna add this blog to my list... c ya round. :)
@ nitin, thanks :D
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