Time equals money, right? Nowhere is that more true than in a call center training program, where it’s a race to bring new agents up to speed on products, processes, and the productivity expected of them. As contact centers deal with higher call volumes than ever before, managers are looking to replace outdated training processes with new, fast, and effective techniques.
Traditional call center training techniques
Contact centers have historically trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. While these non-technological training styles offer several benefits, they can take up a sizable portion of a call center’s resources in terms of time and cost. These old-school methods can also be inconsistent, as there are so many human factors involved, and the lack of measurability further complicates the call center training techniques.
Call center management system: The “nowadays solution”
Contact center decision-makers understand that better call center tools are the key to improving agent performance and reducing call center training times. The quality of support that customers and clients receive is directly proportional to the call center leadership training methods that your employees have access to. However, no call center training guide is the same. If you want call center operations training that delivers true contact center solutions, then a professional service of training experts who understand the training methods that work best to enhance customer satisfaction is the way to go.
Why use call center training software?
Call center jobs require constant training. Most likely, no one would let a staff member train on a real customer call unless you are okay with the risk of losing these customers. Call center training software allows you to create a collection of practice scenarios that mimic a real-life situation for more hands-on training. To ensure that your own call center’s training program is effective, here are best practices for call center agents to try.
1. Empower your agents.
When you provide your agents with the appropriate tools, their power of making decisions is enhanced. An agent with the power of choice not only ensures to deliver customer satisfaction but also makes customer experiences positive. So, an agent must be encouraged to focus on both value-driven service and the client-brand relationship.
2. Role play matters.
Role play can be a great way to train new employees. To make them more interactive and realistic, you can use your actual customer’s call and queries. If you have a call recording solution like Recordia, this can be done quite easily. This is a great way to practice handling real calls as you are using actual customers and their problems. When you offer in-context agent guidance, not scripts, agents will be more prepared to deal with live calls.
3. Give feedback. And then give more.
The best way to continuously improve the skills and performance of call center agents, whether new or experienced, is through a constant feedback loop. Call management system leaders commonly listen to ongoing calls to provide direct feedback to agents on what they did well and what could have gone better. This is one of the best tools for coaching agents on their interactions with customers.
Great customer service agents are the backbone of every successful call center operation. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also making employees feel valued and understood.
Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job.
Teach Your Staff To Solve Difficult Customer Situations With Lessonly’s Call Center Training Software
Amazing customer service team training starts with Lessonly. Watch this quick 2-minute preview of Lessonly to learn how customer service reps around the world share knowledge and best practices across their team, practice real job tasks, delight more customers, and Do Better Work. Our software enables contact centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.