You cannot train a truly spectacular call center agent in a day. An effective training regimen requires time, determination, and careful planning. Call centers that skimp on training will pay the price in the end. But, when done right, it will be the foundation on which your call center earns its reputation for excellence. Today, we’ll share with you some of the tips we’ve learned that have helped us perfect call center training.
An effective training regimen requires time, determination, and careful planning. Here’s how to perfect call center training.
Bring Your Best Performers
Call center agents should learn from the masters. Here at TeleRep, we enable this process to begin from the start by inviting our highest performing agents to come to the training sessions. There is no better way to learn than by following the example of a seasoned veteran. During call center training, we can make this happen.
Prime them for Challenges
It’s impossible to predict exactly what each day in a call center will bring. But similar issues do tend to emerge time and time again. We like to take careful note of the most frequently occurring challenges, and train our new agents on how best to handle them.
When priming new agents for familiar challenges, it helps both to provide them with a few effective solutions, and to share with them a recording of the situation being handled successfully. Again, there is no better way to learn than by example!
Explain the Importance of Their Role
Few things can motivate you to excel at your job like recognizing the importance of your role. Here at TeleRep, we firmly believe that call center agents play a pivotal role in any business. More often than not, they are the first point of contact between a customer and an organization.
Our agents must make an outstanding first impression. When you impress on them the importance of their role, the rest seems to come naturally.
Teach the Importance of Personalization
In an age of automation, we believe that one of the benefits of working with live agents is personalization. As such, we stress to our new hires various techniques of personalizing a call. Best practices such as asking for the caller’s name, sharing their own, and not relying on scripts can go a long way toward making calls colorful and effective.
It takes time to perfect call center training. But with more than 45 years of experience in the business, we’ve truly perfected it.
Contact TeleRep Today!
If you are ready to install telephone answering services for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.