We all know “that proud momma” who cheers the loudest for her kid who’s dressed like a Tree in the Annual Day.
Yeap, this post is going to read and sound quite like that- but I couldn’t care less!
Graduation day was upon us yesterday!
A month-long journey, which began on the 3rd of October, finally came to a sweet end yesterday.
To say that it’s been a roller-coaster is so cliché; it’s been an adrenaline rush for me!
The participants went from not being able to construct a single simple sentence and converse on Day 1 of the OJT; to now adeptly handling all kinds of customers (ahem ahem), focusing on first-call resolution, on-call payments, objection handling, effective probing- and all this, while still maintaining empathy, dignity, respect and call decorum? It’s unbelievable to witness this growth graph first-hand.
The biggest pain-point (and ask from this intervention) was that the Telecallers mustn’t lose their cool, get into banters with the customers or make below-the-belt remarks on calls- and that’s been a big green-flag in marking the success measure of this program completion.
We’d put them through such testing circumstances and situations (with makeshift irate and rude customers) during the mocks and the OJT, that the on-floor game would be easier to withstand for the telecallers.
And the effectiveness of it, is visible in the results.
Just watching them transition from being all shy, nervous, scared, and timid; to finally being able to fend for themselves and perform under pressure- that’s been my high! To say it’s been a joy, a delight, blah blah blah would be an understatement, because this, is pure contentment.
None of this would be possible without the obvious and copious support from the client sponsor themselves, and the grit and dedication of the participants, to constantly be better, do better and feel better.
We’ve been working on this together since April, and a lot of due diligence was done, it’s taken a lot of sweat and tears to get to this stage.
So yes, gonna bask in my “proud momma” moment in all its glory, as I soak it all in, and work on curating a plan on how I can make the next batch even bigger and better.
