Emerging customer expectations often drive companies to improve their service standards. These days, customers do not want to just get their questions answered, so you must utilize effective training for your call center agents to provide better customer experiences.
Apart from choosing conventional-minded software, call center managers are also investing in developing training programs. This will enable them to provide conventional-minded service to their customers.
Read the article to find out tips for training call center agents. Use these tips to enhance the training for your agents so they can better meet the needs of your organization and customers.
1. Introduce them Around
Before you start training, an introduction (live or video) from the call center managing director, department heads, and agent supervisors will help new employees get oriented with the client’s policies and procedures. As an agent, it’s great to know the other people on your team. You can talk with them when you have a question or they can help you when you need assistance with a client.
2. Educate New Hires about the Business
The new team members you hire must have a comprehensive understanding of your business, product, and call center operations. Before hiring new employees, they should be provided with the necessary information about the company culture, mission, core values, and vision and have a clear understanding of their role in achieving business goals. When you understand the problems that are being solved, your agents are empowered to use their judgment to come up with creative solutions.
3. Explain the Schedule
For most people, it seems clear how schedule adherence impacts call center morale. Make sure your workforce knows by having someone from Workforce Management explain the impact proper adherence will have on key performance indicators like service level. It would be helpful for new hires to have information on which KPIs will be assessed and how they will be tied to their performance evaluations. If you track and share these metrics with your employees, they should be able to adjust their approach to interacting with customers accordingly.
4. Let Top Agents take Classes
Encourage your top performers to come to training and give practical advice on how to be a top performer. This will encourage new hires to raise their standards for excellence while making them feel supported by their supervisors.
5. Explain the Importance of Customer Relations
One way to help motivate your agents to provide outstanding service is to help them understand how they fit into the larger picture of customer relationships. Explain how much a bad interaction with a customer will usually cost, and how it should be measured. Tell them how the quality of their services impacts customer conversion, retention, and loyalty. However, once you identify their needs, you will have a better chance of getting the service.
6. Teach them Call Etiquettes
When your company has a written guide of what to say and what not to say, it will be easier for the employees to provide excellent service. However, when your agents are equipped with the right knowledge to communicate with customers, they’ll be able to provide more consistent service. It is important to teach them about excellent call center etiquette and to inform them of the guidelines for this.
7. Evaluate their Performace
Throughout the training program, monitor agent performance and provide them with timely feedback. New hires should be aware of what they are doing well and what they need to do differently.
8. Never Stop Training
According to The Global Call Center Report, the ideal experience for a call center agent is one where they’re trained six times per year. Make sure your agents are kept up-to-date by providing them with refresher courses, training on new products or software, and training to enhance their professional development.
As customers become more demanding of customer care, it is up to call center managers and executives to train their agents to effectively meet the needs of their customers. Following the aforementioned tips, you’ll be able to rework certain parts of your training curriculum to enhance your center agents’ ability to provide amazing service.