From Countdown to Launch: Built a CSR Training Program in 60 Days

Golden Gates Consultants | Doha, Qatar

Golden Gates Consultants, a BPO firm serving automotive, logistics, construction, and e-commerce clients, secured a CCaaS contract with two U.S.-based companies: a franchise automotive repair network and a leading towing dispatch software provider. I was brought in to develop tailored training programs for both accounts—each with distinct workflows and software systems—all within a two-month deadline.

Key Contributions

Conducted interviews with company leadership and client stakeholders to map workflows and identify software tasks
Designed curriculum tracks based on core skills such as call handling, client service language, and product-specific knowledge
Selected and set up Google Classroom for training delivery, integrating it with the company’s existing Google Workspace
Led on-site training sessions that included software walkthroughs, call simulations, role-playing, and real-time Q&A
Enabled management-level tracking of quiz scores and module completion rates

Results

Delivered full training program within 50 days—10 days ahead of schedule
Achieved 100% module completion rate prior to launch
Increased trainee competency from ~30% (pre-assessment) to 90% (post-assessment)
Ensured 100% of staff were call-ready by launch day
Teams handled an average of 120 calls/day within one month post-launch, maintaining a 95% accuracy rate
Resulted in 100% client retention, 98% staff retention after 90 days, and a 3.5% increase in client acquisition
Contributed to the renewal of both contracts and helped the company secure two additional BPO clients the following quarter

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