Two-month professional development course for call center staff

WIP – Work In Progress delivered a two-month development program for the call center employees of Mogo Armenia, aimed at improving the quality of customer interactions, strengthening trust within the team and building a culture of service excellence.

During the program, participants explored in depth how a call center shapes the external perception of a company, and how employees’ beliefs and inner confidence affect the effectiveness of their communication. The sessions combined psychological approaches, practical exercises and analysis of real calls, helping participants develop skills in active listening, persuasive speech, emotion management and building long-term relationships with customers.

Participants learned not only to overcome the challenges of dealing with difficult or negatively disposed customers, but also to turn every call into an opportunity for trust, appreciation and a positive experience.

The course was led by Varduhi Harutyunyan, founder and lead consultant of WIP, who combined the psychology of communication with sales approaches to create a learning environment in which participants not only developed skills but also rediscovered a sense of their professional importance.

This collaboration became yet another proof that the quality of human interaction determines the quality of brand perception, and that investing in a team’s development is the foundation of a company’s success.