ST. PETERSBURG, Fla.--(BUSINESS WIRE)--iQor, the only global managed services provider embedded in the flow between product, people and services, today announced that it took home six awards for the company’s training and leadership programs. Hosted by HR.com, the Leadership Excellence and Development (LEAD) awards sets out to identify and recognize top organizations’ programs that demonstrate significant achievements in developing their employees and tools.
From February 7 – 8, in Grand America Hotel, Salt Lake City, Utah, iQor received second place at the HR.com conference for Best Corporate University for their iQor University and Best Train the Trainer Program for their Trainer Certification. iQor also landed in the Top 10 for Best Global/International Program for their LEAN Portal; Best Executive Coaching Program for their Peak Performance Qoaching program; Innovation in Deployment of Leadership for their iQorian Values; and Best Use of Team Building for their sQholar program. iQor’s vice president of Global Learning, Mark Monaghan, accepted the awards on behalf of iQor.
“AI-enabled self-service tools are allowing customers to solve more basic issues and questions on their own, which is creating more complex interactions with our agents when they do finally need to reach out and have exhausted all their options,” said Gary Praznik, executive vice president and chief operating officer for iQor. “This means that it is increasingly important to adapt and invest in our training programs so that our agents understand the entire ecosystem of the products they are supporting and to ensure the customer has a positive experience.”
These interactions can be a make-or-break moment for customers, too. On average, consumers report spending 2.5 hours between self-help and customer support and speak with three different people to resolve an issue. Twenty-two percent of those consumers give up and return the product for a refund, according to a recent Consumer and Product Experience (CPX 360 ™) survey by iQor.
For the company, iQor University has been a long time in the making. Through position-specific trainings, called aQademies, iQor addresses both short and long-term employee development and engagement needs. The global, online tool includes the winning sQholar, PeaQ Performance, and LEAN programs, as well as the Trainer Certification program.
To date, iQor’s Trainer Certification Program has graduated 292 trainers, 28 of whom have become a certified trainer and developer, the highest designation given by the company. iQor created the program to be highly interactive via an online setting and uses a multi-tiered approach that addresses the basics, along with advanced facilitation strategies, and finally, the development and design of one’s own curriculum. This program also won the South Florida ATD’s Champions of Workplace Learning Silver designation in 2014.
The company’s PeaQ Performance Qoaching, or PPQ, aims to coach and develop current iQor leaders with a focus on driving team performance and positive engagement. The sQholar program is designed for future leaders, providing a career path to management opportunities within the company.
“iQor has a long history of promoting from within and some of our most senior managers started as agents. Investing in innovative and valuable learning experiences is imperative to the success of our employees and the brands we represent,” said Monaghan.
iQor has received 16 HR.com awards over the last five years. The company will have a featured interview in 2018 February edition of HR.com’s Leadership Excellence Essentials e-publication.
iQor is the only global managed services provider embedded in the flow between product, people, and services, from point of customer acquisition to sustainable recycling. With 45,000 employees in 18 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at www.iqor.com or follow us at www.twitter.com/iqor.
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