Employee training on an ongoing basis is a crucial aspect of success in any business, but it’s especially true in your company’s contact center. You should expect your call center’s agents to be the ambassadors of your business. Needless to say, one bad interaction might not only cost you a customer, but could potentially tarnish your brand’s reputation.
Too often, however, companies consider their representatives ready to go after only a few days of training. Cost and time are reasons given; busy managers can’t afford to continually follow up with an agent’s progress. Fortunately, TeleRep customer service specialists are trained extensively upon onboarding, and continuing training is always ongoing.
The good news is there are easy steps that managers can take to keep customer service training front and center—without cutting into an already overloaded schedule. This will not only enable managers to discover their employees’ full potential, but will also give agents the opportunity to truly shine. And, as we have covered before on this blog, engaged employees truly yield engaging customer experiences.
Below are a few reasons why we foster an atmosphere of continuous training, and some simple tips to help make it happen:
Training Allows Employees to Become Effective and Valuable Contributors
New employees need to acquire the necessary skills, knowledge and behavior to become effective contributors within an organization. Some busy managers, understandably, might be tempted to shortcut the training process required to achieve this objective and, instead, quickly supplement an overextended workforce. Ultimately, this is counterproductive, as rushed and insufficient training could lead to significant problems down the road.
Instead, we deploy contact center software with a built-in automated coaching system. This gives agents the tools to customize their training specifically where they need it most. For example, the system captures data, i.e., voice and agent keystrokes, directly from the desktop in real time, so any issues can be identified and resolved immediately. This proves especially useful to a new agent not wanting to adopt any bad habits.
Successful call centers not only needs to appreciate their employees’ talents, but maximize their abilities as well; understanding their strengths and weaknesses plays a big part in this. With the contact center software they deploy, managers can easily access pertinent data from customer interactions and agent evaluations in order to immediately and continually identify and mitigate agent issues. If an agent is having difficulties, the manager can immediately take action by deploying targeted coaching to help improve his or her skills.
This kind of continual training empowers your call center agents with the tools and knowledge they need to be a more effective part of your company’s workforce from day one and for the long term.
TeleRep’s Training Pays Off for You!
At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.
Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out on Facebook, Google+, Twitter, LinkedIn, and Pinterest as well!