StreamLine
Stream's clients require knowledgeable, skilled support professionals (SP) to manage their customer relationships. Developing appropriately skilled SPs requires extensive product and service training, in addition to preparation for the live contact center environment.
To ensure proper training and preparation, Stream developed a 90-day program called StreamLine. As SPs progress from trainee to Stream-certified support professional, they receive:
- Direct feedback
- Call coaching
- Daily performance discussions
- Weekly reviews
The initial training class remains together for two weeks after product training, taking calls at lower volumes and acclimating themselves to the live environment. Upon joining permanent teams, SPs discuss performance expectations, personal motivators, and step goals with their team manager. After successfully completing their 90-day review, new employees become Stream-certified support professionals.
StreamLine provides experienced help and sets clear expectations in an environment designed for early success. Stream-certified support professionals become more productive at a faster pace than SPs trained without StreamLine, and demonstrate greater degrees of confidence, job knowledge, and soft skills, in addition to lower rates of attrition.
