Call Center Training Solutions | Call Center Optimization Group

Call Center Training Solutions

Now, customers expect more than an answer to their question, and effectively training your call center agents is key to making customer experience your competitive advantage.

Call center managers are investing more time, money and effort into the development of training programs so that their call center agents will be well prepared to meet the increasing expectations of their customers. According to The Global Call Center Report, compiled by researchers at Cornell University, newly-hired call center agents typically receive 15 day of initial training. If your training protocol falls shy of this 15 day mark, it might be time to take a long hard look at your training curriculum and whether or not your agents are sufficiently trained to meet the needs of your customers when they hit the phones.

In order to be successful, call centers will need equipment that can handle your call volume, systems that integrate with your existing customer relationship management (CRM) software, and agents who have the soft skills to make your customers feel appreciated when they call in.

However, developing a call center is much more nuanced than putting phones on desks and hiring people to answer them. It is going to take work to transform your call center facility into an asset. You need to teach or train your people to provide your company’s standard of care. The right call center training will help your contact center team function as an extension of your brand across communication channels as diverse as phone support and email, live chat, and social media.

With good call center training, your customers will also be better served and happier with you as a company.

What does it mean Good Call Center Training?

Call center training does not stop with the agents. Many people hear “call center training” and they think of a one-time training program that helps customer service agents learn how to answer phones, use the system, and record information. While this is an essential TYPE of call center training, it is the tip of the iceberg of a much larger effort.

Truth is, good call center training involves everyone from management down. We take an upside-down org chart view in our organization. We believe the front-line agents are the MOST important people in the organization because they interact DIRECTLY with the customers on a one-on-one basis. Their interaction is a great DETERMINER of how the customer views your organization.

But every person in your call center needs to be on the same page. The agents’ direct supervisors are the next level of our org chart. They have the biggest INFLUENCE on the agent. They MUST know how the call center works and what it takes to be a good agent so that they can effectively coach existing customer service representatives and train new ones. The manager’s role is to SUPPORT the agents and their supervisors. They need to have a deep understanding of the skills required so they can hold the call center supervisors accountable and oversee actions that IMPROVE agent performance.

We all learn differently. The best call center group training includes a blend of teaching and training methods. Good training does more than teach. It transfers important information, like your company’s culture and its expectations, in a way that allows the associate to internalize the meaning. Beliefs lead to action. By helping the associate to adopt a belief in your culture makes it much more likely they will take the right action in any circumstance.

Why us?

Short answer: We are part of a few select companies that will create a Continuous Improvement Training Program tailored to meet your business needs.

Call center training is actually very wide-reaching, and it doesn’t stop with the initial training. Your agents need to have periodic refresher courses to help keep their skills fresh and make sure that everyone is on the same page. Some agents may also find that this gives them a chance to improve areas that may have been a struggle. Supervisors and managers can benefit from reminder training sessions as well. They help them be more effective in their roles too.

However, refresher courses may only happen a couple of times a year.

Continuous improvement is a much more effective strategy. By increasing the frequency of training initiatives, you can present the material in smaller, more digestible pieces. Instead of offering a training session once a month or every few weeks, you should consider a weekly refresher training.

Empower your contact center staff to provide outstanding customer service.

We help your workforce reach their full potential with engaging training programs. We train thousands of employees every year for companies that take customer service seriously.

Empower your contact center staff to provide outstanding customer service.

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