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use the sticky notes to write down information you need every day or to set reminders

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ASK QUESTIONS!

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always ask for help when you need it

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have more 1-1 shadowing

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utilise the person you are listening too 

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utilise the person you are listening too 

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sometimes we couldnt see information on the tv screen whilst doing in the office training

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Have a set schedule for who people are shadowing , as mentioned previously sometimes you would just be waiting around to listen to someone on calls

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communication with agents who are being shadowed to improve and have new starts shifts match the agents shift 

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communication with agents who are being shadowed to improve and have new starts shifts match the agents shift 

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better communication when changing and letting the actual agents we are listening to know so we can start at same time/finish at same time

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better communication when changing and letting the actual agents we are listening to know so we can start at same time/finish at same time

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i think focusing more on what we will actually be doing rather than something we wont be doing

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it is helpful if it gets followed and better communication 

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it is helpful if it gets followed and better communication 

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a lot of the time e was left waiting around and we would start at 9 but training wouldnt start till half 9

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1-1 shadowing was better than group shadowing as we could ask more questions rather than having to sit and listen the whole time and sometimes be confused

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i felt shadowing different departments so quickly was slightly confusing with no experience 

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i felt shadowing different departments so quickly was slightly confusing with no experience 

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sometimes it felt a lot when we would shadow from 9 to 5 as a group and 1-1 shadowing worked a lot better as you could ask more questions

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worked as well as could be expected, it was beneficial and people we listened too where really helpful and open to questions

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worked as well as could be expected, it was beneficial and people we listened too where really helpful and open to questions

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i liked the shadowing on calls and everything was okay but the volume would drop out quite a lot and you'd miss out on half the call and not hear the customer

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When shadowing using teams wasnt the easiest at times due to connection and calls cutting out , sometimes the person you were shadowing wouldnt have the customer out loud so we didnt actually know the query

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people we were listening too didnt know we were going to be listening in and sometimes last minute changes would be made in terms of what we were doing 

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people we were listening too didnt know we were going to be listening in and sometimes last minute changes would be made in terms of what we were doing 

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working from home probably made it difficult but it felt like sometimes training was rushed and last minute 

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working from home probably made it difficult but it felt like sometimes training was rushed and last minute 

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listening to so many different types of calls so quickly before having much product/system knowledge first

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listening to so many different types of calls so quickly before having much product/system knowledge first

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i dont think we gained much from shadowing tad calls as its not something we use now

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The thing I would change from my induction is possibly more shadowing on calls

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What did you find most beneficial from your learning experience?

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What did you find most beneficial from your learning experience?

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The most beneficial thing was having someone shadow to be able to point out things you are or arent doing correct

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i think more training on calls without actually being on the call, sometimes its hard to help the customer when youve never learnt the query before

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live chat helped learn more queries at once

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Having people on hand when u need help etc

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someone listening to us on calls for a day or so 

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someone listening to us on calls for a day or so 

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having someone to shadow and then having someone shadow us to begin with