Call centers are the most important touch point for all businesses. For any enterprise, it is extremely important to regulate how their call centers operate as that decides the customer’s satisfaction; with either getting acquainted with a product or solving issues that arise later.
A call center isn’t merely a touch point, but a source of value creation. Stagnant call center practices mean no growth. With growing expectancy from customers, it’s important to stay ahead of customer’s needs and expectations, always. Consistency and introducing new practices that strengthen with time helps keep call centers create the best kind of training for the agents.
Being in the frontline call center agent’s training shapes the basics of how an agent deals with the customers. Designing call center training practices is the first step to follow.
Here are 6 best call center training practices
1. Set cogent objectives
Before diving deep into training call center agents goals must be set. What the organization wants to achieve must be clearly set. Neatly laid out goals cancel out unnecessary time to waste on what is not required.
The set goals must be explained to call center agents under training so that it is understood what they are expected to do. Doing this makes the how- to that is grasped during training become easier to place into the bigger picture.
This helps call center agents not feel stuck in their journey as agents who bridge the gap between your customers and your organization. This might also motivate agents to take up their role in a positive approach.
2. Explore alternative training methods
Learning never stops at one particular point in time. By developing customer behavior, agents need to keep upgrading their existing knowledge and replace it with additional information.
Using innovative tools help get the above done on the job. On-the-job training With the right learning management system tools call center supervisors can monitor training of agents remotely.
On-the-job training helps in not losing productivity while training agents. It really is synonymous with killing two birds with one stone. On one hand, you are not lagging behind on your goals and you are improving the quality of service provided to customers.
3. Refresh technical training
Timely refreshing of technical training is a requirement. This helps with two things updating and remembrance of tools that can ease the process for a call center agent.
With each update in the call center, software agents need to know how to work it. This leads to less snagging of productive time that can be used to solve more number of customer queries.
A timely refresh on tools helps increase agents efficiency. Mock runs or calls do help in both training or refreshment of technical aspects.
4. Customized training
We are aware that every human is different, so is their learning pace and processing of information. While the organization trains its agents upon entering the organization, there’s more to do. Learning is always an ongoing process, and it’s important to keep score of the learning done by agents.
Supervisors need to identify if the agent is lacking in, say providing information faster to the customer on call, then that particular agent can be given material on that. At the same time, co-worker who might be struggling with reducing AHT can be given material to train on.
The point of this is focusing on an individual and helping them get over difficulties faced by them instead of sitting in training that is designed for everyone and might not be 100% effective. With a learning management system, it is easy to customize this.
5. Use cloud-based support as training tools
A cloud based support system creates engaging training opportunities for call center agents. Call center supervisors can use a cloud-based technology to measure the performance of the agent on calls.
A cloud based technology helps the supervisor keep track of and identify the script that’s best working for a problem faced by customers. This enables supervisors to give problem specific tips to achieve desired results.
This improves the way the call center agents manage a script, as well as improves their performance significantly. Using a cloud based technology like a knowledge management software helps rectify any lacking in half the normal time.
6. Use instant feedback mechanisms
Feedback is important for agents to work upon their skills and how efficient they are in solving customers queries. Feedback can come from supervisors and customers, both.
An all round knowledge management system helps with not only maintaining and retrieving information but also gives instant feedback. It helps measure the success rate of each call.
Using the right knowledge base that is customized to your needs is the key to get feedback and improve upon it without wasting anytime. This enables frequent look back on an agent’s performance as well as all center training.
The above are the six best call center training methods. Though these are a few best practices, it is important to customize the training according to the needs of the organization and what it represents. That can be boosted and made easier to follow by implementing an all round knowledge management system that guides the path to excellent customer support by call center agents and aids their training.