Work

Ok, so I figured that I should probably tell a little about what I actually do here at work.... :)

After the tutor training, there was a little bit of a hiring freeze, which meant no new batches to teach, so the American trainers were all sent out to observe the various programs, week by week. It was good because it helped us understand more of the dynamics of the BPO business. The first week Liz and I observed at Dell and the second week we observed at Symantec. During observations, we were able to listen and give feedback to agents on calls as well as sit in on a few re-training and new hire classes. (For agents that had already been through the communications training.) It was good to visit and meet people at both processes.

Then, the third week, we were both sent back to Dell to actually help out with some communication re-training. Our schedules were changing daily and it was a little hard to keep up with everything. (Including sleep!) :) But, now things have settled down a bit. We are both working the 7PM to 4AM shift. My assignment is to monitor the agents who have low customer satisfaction assesments and then schedule and perform training sessions with them. I spent last week trying to figure out how the monitoring systems work and finding out what information I could get from which department here. :) So, we'll see how this week goes with actually training some people.