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A Mentor Program To Improve Performance And Retention Of Customer Service Representatives, Colette R. Garcia
A Mentor Program To Improve Performance And Retention Of Customer Service Representatives, Colette R. Garcia
Regis University Student Publications (comprehensive collection)
The purpose of this project was to add an additional tool to supplement classroom training for customer service representatives (CSRs) at a large insurance company. Research has shown that customer service survey results are negatively impacted by a lack of knowledge and experience in CSRs. A mentor program was designed to provide new CSRs with support immediately after completion of formal training, which allows them to gain experience, knowledge and confidence in a protected environment, before joining the customer service unit.