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October 17, 2012

3CLogic and IRT Partner for Call Center Training Program

By Tracey E. Schelmetic, TMCnet Contributor


Well-trained and knowledgeable call center agents are effective agents, so many companies find today that investing in the best training possible for their staff is a way to directly improve operations, save money and boost customer satisfaction.


Call center solutions provider 3CLogic (News - Alert) is announcing this week that it is partnering with call center and BPO outsourcing company Interactive Response Technologies (IRT) to extend extensive sales training services to 3CLogic customers. The goal of the partnership is to provide 3CLogic customers with IRT’s customer service representatives’ (CSR (News - Alert)) training services to increase the quality of their interactions, increasing sales and customer satisfaction.

3CLogic customers are expected to benefit from IRT's extensive training methodology, such as the high interactivity training based on all in CSR call interactions. Offering a 90-percent learning and recollection rate, IRT provides businesses with top-of-the-line training programs that drastically increase the learning rate of CSRs in a flexible time sensitive period, said the companies.

3CLogic, which offers its call center solution on AWS (Amazon Web Services (News - Alert) Platform), provides customers with customer relationship management (CRM) integration. With the partnership with IRT, 3CLogic is expected to provide more comprehensive solutions and training services to companies looking to ramp up their contact center business. The 3CLogic solution, paired with IRT's sales training services, can help clients increase the efficiency and knowledge of their agents.

IRT focuses on interactive coaching techniques that place CSRs in mock interactions to assess areas of coaching and training. Using monitoring and certification services, IRT (whose policy is nicknamed "No CSR left behind") ensures that all representatives are provided with the tools they need to learn. Agents are also certified in all courses.

Throughout the training process, IRT instills all of the building blocks representatives require to provide businesses with maximum revenue, decreased delivery costs, and enhanced customer service experiences.

"We are proud to partner with 3CLogic to provide our mutual customers with two top-of the-line solutions that lower operating costs and raise CSR efficiencies,” said Dick Eychner, president and CEO at IRT, in a statement announcing the partnership. “3CLogic's Cloud based Contact Center software paired with our extensive CSR training programs offers businesses a real competitive advantage."

"3CLogic is thrilled to offer our customers, IRT's results maximization services to maximize their CSR performance and skills," said Raj Sharma (News - Alert), president and CEO at 3CLogic. "By partnering with IRT, we can now go a step beyond providing our customers with just a top of the line Contact Center Solution, but also refer them to one of the best leadership teams in the industry."




Edited by Braden Becker



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