Call Centers Training & Techniques
Organizations with call centers recognize that continuous learning is one of the keys to success for their employees. The quality of the learning and training environment can help determine how well a new hire performs when back on the job. Well-designed training that challenges and tests employees in the training environment helps build the vocabulary and skills while in training. It ultimately leads to employees confidently performing at a higher level when speaking with customer over the phone. The quality and relevancy of the training can be a strong predictor of success on the job.
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Hiring Criteria
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Training can be futile if the wrong person is hired. A way to ensure your training is beneficial is to have the most talented people attend. You do this by incorporating a selection process that hires the best people for the job based on predetermined hiring criteria. The criteria could encompass track records, experience, phone skills, personality, and knowledge. Outlining your hiring criteria is not only helpful in selecting employees, it is very helpful for supervisors and managers in measuring the call center employee's daily performance.
In-House Training
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In-house training is typically provided in a multitude of ways, and covers both the knowledge and soft skills needed to interact with customers. Workshops can include structured classes with a facilitator shadowing existing employees, e-learning taken on the computer, measurement quizzes, work-related role plays, and possibly recorded customer calls. The training should include as many actual customer interactions to increase the likelihood that knowledge and skills will be appropriately applied.
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Informal Coaching
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Supervisors and managers provide ongoing feedback based on what they continue to see and hear. If the call center is in a centralized location, this is easier to perform. If the company uses remote agents or telecommuters, then the coaching is less periodic, and based more on randomly-recorded calls and customer feedback than in-person interactions. It's important to provide as much coaching feedback as possible to call center employees, so they know where they stand.
Measurement and Assessment
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Assessment tools, customer surveys, and performance discussions are all ways to keep monitoring how well the call center employees are doing in achieving departmental goals. Measurement strategies need to take into consideration the training and the daily performance of employees. Ideally, both are linked and are somewhat reliant on each other. Assessing where each employee is on the learning curve will help define ongoing training and development strategies.
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References
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