Define the decision
A support team needs product knowledge, policy access and examples of difficult cases.
BPO & Operations
Training Offshore Customer-Support Teams: Product Knowledge, Culture, Systems and Continuous Coaching
A support team needs product knowledge, policy access and examples of difficult cases.
Plan the work
Use supervised practice and a maintained knowledge base before agents handle live exceptions alone.
Verify the result
Review errors and customer feedback to update training as products and policies change.