Training call center agents involves developing a working knowledge of company products and services, the tools and applications used to handle customer contacts, as well as the soft skills they will use to provide exceptional customer service and internal staff support. High-level service demands outstanding communication skills, such as active listening, conflict resolution, and the ability to convey oral and written messages effectively.
The contact center is often the only human connection consumers have with a brand. Therefore, team members must understand and consistently enhance the customer experience and build brand loyalty. Call center managers must ensure training sessions cover current industry trends and offer opportunities to practice new skills that will equip agents to better meet customer expectations.
Many methods exist for training new agents before they go on the front line; however, the best choice for your call center depends on the size and nature of your business. Your agent training should also maintain consistency to ensure teams operate under the same standards.
This article provides actionable call center training tips and explains the benefits they offer your company.
Poorly trained inbound contact center reps lack the know-how to provide assistance quickly. Not only does this cause customer issues, which can spiral into lost sales, but it also reduces employee engagement and satisfaction levels, which increases attrition.
Consider the following benefits for businesses offering in-depth training to call center employees.
The Society for Resource Management (SHRM) benchmark metrics show the average cost of hiring a new employee is $4,700, but some talent management professionals say it could cost three to four times the position's salary once you factor in variables like location. Maintaining employee engagement is an effective cost-containment strategy, as well-trained workers tend to remain with their companies longer than poorly- or untrained employees.
Boosting employee job satisfaction rates and reducing employee attrition starts with giving each customer support representative the technical skills and resources they need to succeed. Investing in your employees shows you value them and the job they do. An in-depth training program builds confidence and demonstrates you value your workers - two factors that research shows significantly contribute to higher satisfaction levels in employees.
Identifying training needs for current workers is just as vital as new hire training. Most employees, whether remote workers or in-house staff, want to know they can grow within an organization. Business leaders should identify workers who consistently meet or exceed benchmarks and reward them with bonuses, raises, or promotions. Existing and new agents should also be able to access professional development opportunities.
Customers that receive poor or even mediocre support are highly likely to move on to a competitor’s products and services. High-quality support isn’t just about meeting customer needs; it’s about providing an exceptional experience for each caller. When the agent answering the call is well-trained and confident, it builds customer trust. When customers trust your company's service, they are more likely to remain loyal and even refer you to friends and family.
Providing employees solid foundational training and ongoing upskill training translates to lower operating costs AND increased sales, driving up overall company profits. Well trained agents provide better service, more quickly - meaning fewer agents are required to do the same job! More robust, consistent training curriculum empowers brands to improve consumer loyalty, generate higher reorder volume, and encourage word-of-mouth referrals. These three benefits mean your business positions itself to grow existing and new revenue streams, resulting in higher profits.
Training methods for call center agents can vary widely. The best process for you will depend on your workforce and business goals, however in all cases, it is ideal to incorporate direct, hands-on practice that allows call center staff to apply their new knowledge and skills to the actual customer contacts they will be handling.
Ongoing training sessions reinforce knowledge gained during video conferences, self-guided instruction, and goal-setting activities.
Below are ten training methods for call center staff working on-site or remotely.
Unless you tell your employees what is expected of them and give them the resources they need to meet those expectations, your call center cannot expect to deliver exceptional customer service.
One of the most valuable industry trends for training is proactively setting measurable goals for your agents. Establishing clear goals and performance benchmarks for your call center gives employees the guidance necessary to achieve business objectives.
Standardized, knowledge-based instruction ensures all new employees operate with the same goals and objectives. You can automate and streamline your initial training processes with recorded videos, then move into in-person training, bookwork, and role-playing as needed. Online LMS tools enable interactive training that allow trainees to move at their own pace, while also measuring and tracking knowledge retention. Incorporating a mixture of automation and instructor-led training during the onboarding process provides employees with the skills they need to succeed. And, when they succeed, your company succeeds.
Superior communication skills are crucial for call center agents, as customer calls can be uplifting, exhausting, or routine. Because they’re answering live calls, your agents won’t know beforehand if their caller is making a general inquiry or looking to file a complaint. Contact center training programs should enhance active listening skills that, paired with a professional tone and appropriate empathy, can turn a negative customer experience into a positive customer interaction.
Ongoing training courses are vital for veteran call center workers and new agents. Anytime you upgrade technology and associated processes, implement a training session to update technical training skills. Your call center training program may include elearning sessions, video conferences, or instructor-led courses. Some call centers record live calls as a training tool. This tactic can identify exceptional agents and those with learning gaps who need a refresher or more intensive training.
Everyone processes and retains information differently. Some people are visual learners, while others learn new information with social learning techniques, solitary learning techniques, or auditory techniques. Some will retain new knowledge by studying alone, while others need peer interaction to build competencies. When designing a training program, consider these differences and integrate all learning styles into your training approach.
Offering constructive, real-time feedback during training sessions is an excellent tool to help call center staff expand their knowledge base. Just being told your tone is wrong is not as beneficial as modeling the correct tone and voice to use through role-playing. Role-play is a great way to teach agents how and how not to interact with a caller who is angry or frustrated.
Seeing the job performed well is another smart way to train new hires. A shadowing program involves partnering a new agent with a veteran call center worker during their onboarding to first observe and then attempt customer interactions once trained. This training method allows the new worker to get hands-on experience in a safe environment while a senior agent and enhanced supervisory support is available to help should questions arise. Shadowing helps the agent be better prepared for live calls.
Use call recording and back-office key performance metrics (KPIs) to monitor individual contact center representatives' performance and quality, and any associated challenges therein. The insights gained will help businesses develop training programs that improve individual and overall call center performance. It also gives you information to ensure callers receive high-level service and your employees who deserve recognition are rewarded for their efforts.
Today’s online training technology is often self-guided, allowing workers to complete eLearning modules at their own pace. Many on demand training materials include gamification elements or interactive quizzes at the end of training sessions, with some offering points that workers can cash in for prizes or bonuses. Interactivity and engagement matter: a University of Colorado study showed that skill-based knowledge assessment scores improved by 14% when training included simulation and/or gamification elements.
Organizations should make it easy for their staff to learn and refresh their knowledge. Companies that offer online training should have the resources in place to allow employees to complete training on the clock and whenever else it is convenient. Knowledgebase tools within the contact center management system can also help employees find the correct response when encountering a new problem or situation during a client call.
Many businesses looking for quick wins to elevate their customer service experience turn to LinkedIn Learning for easily accessible call center training courses for in-house call center agents and managers, like the following:
These effective call center training courses foster the continuous learning call center teams and leaders need to succeed. However, those searching for truly transformative training programs that are customized for your company’s specific goals and growth opportunities reach out to experienced and specialized contact center training programs, like those provided by TDS Global Services
Creating a positive customer experience for every caller is critical for meeting and exceeding customer expectations and business goals. Effective inbound call center agent training ensures contact center agents are equipped and confident to deliver those experiences and the positive results of the companies they work for.
A comprehensive training program begins with onboarding and continues throughout a call center agent's career. It is essential to provide training on company products and services, call center software and contact center operational processes while also developing agents’ soft skills through a mix of high-quality, self-guided online training courses, role-playing, and other methods.
If you're considering contracting with an outsourced call center or looking for a new agency that aligns with your customer satisfaction goals, TDSGS can help. We are experts in preparing or upgrading your training curriculum to ensure successful outsourcing of your customer support, and our qualified call center partners are ready to provide your customers with exceptional service.
Reach out to us today to discuss how we can help you evaluate potential off-site call centers and ensure your training program fully prepares your agents to successfully handle whatever customer issues may come their way.
