Innovative Connections (IC) invests heavily in training our agents and staff to understand our expectations and provide customers with the highest level of quality. We have proven this level of attention leads to improved results and a positive experience for our customers.

The “real-world” environment is simulated so agents can practice professional interactions. Curriculum includes:

  • Web-based pre-certification modules
  • Orientation
  • Communication skills
  • Focus on personality approach
  • Systems – CRM, telephony, enrollment
  • IRBT – Interactive Reality Based Training


  • Written tests to determine comprehension
  • Oral tests to determine agents’ ability to express and explain complex information in layman’s terms
  • Practice calls
  • Use of script
  • Accurate delivery of information
  • Accuracy in recording dispositions
  • Ability to deal with questions and issue resolution
  • Recording of practice calls for immediate feedback to agent and identifying potential training needs