Initial training typically consists of ensuring that all employees master basic soft skills: phone etiquette, listening techniques, appropriate empathy, de-escalation skills, call control, and other functions. This provides the foundation for delivering DMI’s hallmark world-class service and sales experience.

Our customer advocates are exposed to an array of content delivery methods including instructor led classroom discussions, role-playing, computer based modules, individual (self-paced) and group activities and assignments, and live environment mentoring sessions.

Our training curriculum focuses on developing sales skills, customer service skills, and soft skills to prepare our customer advocates to break down boundaries, access decision makers, qualify needs, and provide solutions that create successful results for clients.

Associates also learn various tools and multi-tasking techniques required to excel in the position and ensure operational efficiencies: computer navigation, phone administration, specific software (CRM) functionality, and more.

Transitioning newly trained advocates to the production environment is done via DMI’s proprietary systematic three-pronged approach called “Testing, Nesting, and Investing.” The Trainer, Operations Manager, and Quality Assurance specialists each validate employee readiness by formally assessing each graduating candidate in a variety of areas. The structured program helps Advocates become fully prepared and confident in their abilities as they enter the production environment. The program requires trainees to:

• Pass specific tests to demonstrate various proficiencies (including language proficiency)
• Score a minimum average score on live monitored calls in a controlled “nesting” production environment
• Sign-off on their full understanding of and commitment to operational expectations in the form of the Key Performance Indicators that comprise their monthly Balanced Scorecard

Many training modules also culminate with Diplomas/Certifications for advocate after individual exams and course completion.

Beyond initial training and for programs that have specific sales objectives, customized Sales Training modules create appropriate tone guidelines and initiative expectations. These can include suggested up-sell approaches (as part of a service call), soft-selling, assumptive selling, feature/benefit positioning, dealing with objections (rebuttal delivery), and effective closing techniques.

Moreover, ongoing training and employee development are facilitated through our Performance Assessment Scorecard System. KPIs are measured at the program, team, and individual levels. Individual level performance tracking is managed via customized Balanced Scorecards.

DMI’s proprietary PASS system (Performance Assessment Scorecard System) serves as a central repository of individual (Agent, Supervisor, Manager) level performance data that is consolidated, compiled, and archived each month as a benchmark of performance. PASS measures individual performance in the following five areas: Quality, Efficiency, Effectiveness, Attendance, and Corporate Competencies.

Many goals of the PASS system assess advocate productivity, foster balanced performance, help leadership appropriately coach team members, and provide a structured environment for ongoing training.

Senior Sensitivity Training

Our customer advocates are trained to understand the senior marketplace in order to properly understand their needs. This demographical specific training highlights our customer base and their primary characteristics to teach the difference between sympathy and empathy and includes hand-on activity training. The culmination of the parts of this training gives the representatives a well-rounded perception of who we work with and how to do so effectively.

For the hands-on portion of the training, we separate the class into teams and give each team a senior sensitivity kit. This kit includes a number of sets of paper glasses, gloves, and small toy-like pieces that represent medication. The following highlights what each of these tools emphasizes:

• Visual: Advocates are given glasses to simulate the vision of a senior. The glasses are representative of how a customer may be seeing things after they have suffered from differing life experiences; mostly medical. The glasses simulate glaucoma, yellowing of the lenses, cataracts, etc.
• Senses: Advocates are given gloves that are specifically designed to indicate how a person operates if they have arthritis or simply have difficulty using their hands due to aging. Participants attempt to pick up small objects and utilize their cell phone.

Remembering who our customer base is becomes a vital part of being able to be an effective customer advocate. Occasionally, it is difficult for a customer to be able to do what we ask them to do and it can become frustrating. However, the Senior Sensitivity training is designed to place the customer advocate think in the mindset of our customers. This way they are able to begin to understand any of the troubles a customer may be having in completing what may appear to be even the simplest tasks.