Directions

Training Techniques: Taking Midco Connections to the Next Level


Tuesday, December 9, 2014

Providing customized solutions is hard work. It doesn’t happen overnight. Each and every client is different, meaning they have different needs. Through both onboarding and ongoing training techniques, Midco Connections takes the time to teach every employee what customized solutions look like and what they can do to make it happen.

New employees start by learning the ins and outs of Midco Connections, allowing them to get comfortable in their work environment. Because it is a shared environment, it takes a little getting used to.

From there, new employees dive right into the hands-on portion. During this time, they get to know the technology that they will be using on a day-to-day basis. Product knowledge is another key component of training. Reviewing Company A and their product list, followed by Company B and their product list, then company C, etc.

“Role-playing plays a large role in the training process as well because every job has the soft skill proponent,” says operations manager Patti Hawkey. According to Hawkey, it’s all about building rapport and learning how to go about solving problems using soft skills.

“It’s really about taking the tools they have, applying them when they need to, and learning when to say what and how to say it,” says Hawkey.

Employee training doesn’t stop there. Ongoing training occurs at least quarterly at Midco. Staying ahead of the trends and being prepared for new products and busier seasons leads to a proactive and dynamic work environment. While some training happens online, meeting in small groups for on-the-spot training can be effective as well.

“Our employees always want feedback and are always looking for development opportunities,” says Hawkey. “We’re always trying to re-engage employees and maintain that connection with them.”

At the end of the day, it’s all about client satisfaction for Midco Connections. “The driver behind ongoing training is securing satisfaction of the service that [the client was] sold,” says Hawkey, “and that they expect.”

Last week we shared how we support Fab Furs with call center services at #OpsSummit site tours. Awesome parnter! pic.twitter.com/5MhTpjH3vE
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