Running a call center isn’t as easy as it sounds, for it involves you invest both time and money concurrently. And suppose if you have succeeded in opening a call center, enters the idea of hiring. While multiple call centers vastly vary from one to another, when it comes to hiring, all firms must refer to the same idea. In this guide, we aim to point out the many ways to improve the training of the agents hired. And since you have come here, let us now briefly state the points which might be beneficial for you while giving the training to your agents.
10 Tips to Improve Agents’ Training in Call Centers
According to the specialist Creaghan Harry, call centers are nothing but the old-school term for BPO sectors. So when choosing to improve the training of your agents in your respective BPOs, make sure you follow the below-mentioned points.
- Empowering the Agents in the Call Center – If you train your agents with high decision-making thoughts, then he or she would ensure high customer satisfaction as well as single call resolution.
- Engaging and varying Training – Monotonous training would only leave your agents into boredom, instead, try for varying and engaging trainingsuch that learning for them becomes seamless.
- Actionable and clear Feedbacks must be given–Feedback must be delivered because it is very important for agents to respond to them, as per Creaghan Harry. So, clear and actionable feedbacks should be delivered.
- Collaborate the Starters with Best Performers–Best performers in our call center knows the strategy of maintaining their levels, so if you give them this opportunity of getting to know your best agents, then working as good as the best performers would be seamless for the starters.
- Add the Office Incentives–If you add exciting more incentives, then the training agents would find it interesting to work in the particular environment.
- Improvement in knowledge management–If you bring improvement in the knowledge management then it would only increase the long-term benefits of the call center.
- Transparent and open culture – When you main a transparent and open culture with your agents, be it older ones or the fresher, then the agents would feel more comfortable in working in the transparent work environment.
- Feedback from Training on the Training Sessions–Before your instincts make you think that your session with your training agents was mind-blowing, you must talk about it to your agents and take their feedback to improve the training procedure.
- Calls should be handled during the induction training period – Before the training period gets over, one must handle call procedures such that it doesn’t become difficult after the training.
- Eat, Work, Repeat- You must be extremely friendly with your training agents such that you can share both the enthusiasm as well as energy with your starters, so what about the lunch-time break together?
The Last Words
In the end, we hope our guide was good enough to offer best tips to improve training for the starters in any call center.
Learn More:
Creaghan Harry - COO - Procall.com In Florida 