The training at Zeppelin broken up into the following module
New recruit training
Client Specific Training - includes product and process training
Ongoing Training and Assurance of Skill Levels
Product Training
Initial batches are typically led by client trainers
Ongoing training managed by Zeppelin 's in-house trainers
Clients participate in certification process
Operations
Transition period between classroom to operations floor
Associates are closely monitored by a cross-functional team from training, quality and operations
Sample of interactions monitored is higher than in steady state
Instant feedback provided and any onsite training conducted, if required
Refresher programs conducted at regular intervals
Professional Training, 'Know-how' Focus
At Zeppelin, we take pride in staking our name for commitment to quality and our passion for the business that we are in. What sets us apart is not that we use state of the art technology but that we at Zeppelin subscribe to the belief that our agents are our most important asset. They are the only people who speak on a one to one level with the customers. Each of our agents is aware that he defines the quality of the organization.
The four tenets to the way we manage quality:
Dedicated QC QA organization, trained as per client specifications.
Definition of QC metrics in conjunction with our clients
Quality monitoring both side-by-side and remote, with a closed-loop feedback mechanism.
Joint calibration with clients on an ongoing basis.
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