The best way to train your contact center specialists is by having them undergo sets of training methods:
Skilled and well trained contact center representatives are what makes your contact center effective. Your staff’s capabilities will either help you maintain a satisfied and loyal customer base or may cause a downturn in your business.
Investing in your staff will go a long way from improving your customer service, drive your sales, and serve as your competitive advantage. It all starts with providing your employees with proper contact center training.
Types of contact center training
Each interaction your business has with your possible leads and customers may always affect your bottom line. Customer service these days has become more complicated with today’s informed customers, complex products and service offerings, and technologies.
The best way to train your contact center specialists is by having them undergo sets of training methods:
Live call training
Live calling is considered as one of the most important parts of contact center training. This is where your agents abilities and theoretical knowledge will be tested and put into practice. More so, it is also where you can assess they handle calls under pressure.
Coaching
One-on-one coaching is ideal especially when onboarding new contact center representatives. This is a good time for your managers to mentor new agents and determine their strengths and weaknesses.
However, coaching will not be effective without the right mentoring skills and a good relationship with the one being coached.
Class training
Class training is vital as it is where all discussions take place, but it does not have to be like a traditional classroom setup. Include workshops and group activities in this part of training to spice it up, incorporating a little bit of fun in your training sessions will increase your trainees interest to learn more.
List of key essentials to be included in contact center training
Your agents serve as your assets to your business. Their work performance will define your business growth and this is why training and coaching is of vital importance before having them manage your customer service and support.
Below we have listed three key essentials to include to your training to help transform your trainees into your top performing agents:
Technical
Contact centers have different communication channels. This is why your agents should be well acquainted with different tools and software that they will be using to effectively do their jobs. They should have an idea on how to use various software like helpdesk solutions, ticketing systems, dialers, ACD, and other communication tools.
Comprehensive discussion about the product information
Your contact center representatives need to have in-depth knowledge about your products and services. Agents with comprehensive knowledge about your business will be efficient in engaging with your customers. More so, it reduces the possibility of having calls routed to supervisors.
Training assessment KPIs
It is also important for your trainees to know which Key Performance Indicators (KPIs) they will be assessed. This will help them determine which skills and competencies they need to work on and improve.
More importantly, this allows your trainees to set certain standards for their professional development.
Help your contact center representatives to polish their skills by following what we have discussed above. Incorporating these essentials into your training will surely help your trainees to improve their competencies and job performance.
