Good question, glad I thought of it 
. It all starts with the hiring and screening process. The HR department does an extremely thorough job of making sure the candidates for hire, fit in with the culture that WOW! has established. This doesn’t mean that the potential employee needs to be overly qualified for the position but it means that the attitude they bring will also fit in.
After the decision is made for hiring the individual, the next step would be on to the training department. The energy this team brings is contagious. Every class they are involved in, are always very upbeat and keep you focused on the subject for that particular day. While passing the training room in the hall, I can always feel the energy that is coming from that room. Once in a while ( ok, quite a bit) I will come by to just sit and listen to the class and absorb the energy. I can tell you this: If you are ever tired and run down, go by the training room and your whole attitude will change for the better.
When the training is complete, the individuals are assigned to the suitable supervisor in their appropriate departments. The supervisor’s job is to take these newly developed people and mold them into a lean, mean helping machine. The individuals are continuously coached on policies and procedure as well as new products and services available. The job of the supervisor is not only to be the developer but also to ensure their individuals are taken care of physically (i.e. the ergonomics of the desk they are in, height of the chairs, etc…) and remain enthusiastic about the job.
The turn-over rate for a call center is typically very high, while the WOW! centers are very low. I have seen people leave from here, to find that greener pasture and return almost immediately. Stating they didn’t know how well they had it until they left. No matter what department the newly hired are assigned to, the result s are the same: Create an experience that lives up to our name, WOW! and have a great time doing it.
When the candidates are selected for hire, they are put through an intense five week training course. The training consists of classroom learning as well as live call handling in a controlled environment. During this time, they will learn the company core values, the systems and applications, our philosophy and overall mission of creating a best possible customer experience. In order to complete the training the individuals are certified in all aspect of their job, whether it is sales, customers’ service or technical support. After the training is complete, and the individuals are assigned to their teams, the employee will be continuously quality checked, coached and given additional training as needed.
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