When it comes to delivering excellent customer service, call center agent training is of utmost importance for any organization. This is because a customer can either make or break your business.
As per a survey, 96% of customers worldwide say customer service is an important factor in their choice of loyalty to a brand. It will be much better for a brand if they can offer customer service in multiple languages.
It’s found that 33% of consumers abandoned a business due to a lack of personalization.
On the contrary, an excellent customer experience can reap fruitful benefits. About 70% of customers have already chosen to support a company that delivers excellent customer service.
To thrive in the business world, companies are now becoming customer-oriented. Most companies/industries are today opting for call center services as it helps them to deliver exceptional service.
There’s no denying that customer expectations are rapidly increasing. Thus, call center training has become a crucial part of the competition.
Do you want to keep your customers happy? Call center agent training is the key!
In this article, we will discuss the best practices for providing call center agent training to see some effective results.
Best Practices for Call Center Agent Training
1. Empower Your Agents
It begins by empowering your agents with the right kind of tools to enhance their decision-making power. An agent with the right set of tools not only ensures to deliver customer satisfaction but also makes customer experiences positive.
So, an agent must be encouraged to focus not only on value-driven service but also on the client-brand relationship.
2. Take Care of Individual Training Needs
Any typical workforce is a blend of talent from varying personal and professional backgrounds. Such diversity undoubtedly benefits an organization as well as its employees’ growth. But, you should not forget that each individual has different skills and knowledge. So, as a trainer, it’s your responsibility to gauge individual training needs.
You can leverage different call center training tips to bridge these gaps. For example, some learners respond quickly to interactive content types like graphics and videos, whereas some prefer to read and learn.
3. Make Them Learn How to Handle Calls
Call handling is an activity that can’t be ignored from the curriculum of a call center agent.
The new hires must receive real-time training to handle calls. If your organization is using call center software, this process turns easy. With its features like call recording, you can make the new employees hear the previous records. This enables them to acquire knowledge about how to react and what to respond to under different circumstances.
Yet again, call center software allows live monitoring of your agent’s call to provide them with immediate feedback.
Some of the call handling best practices are:
- Answer the call quickly
- Listen to your customer query first
- Control the tone of your voice
- Dealing with frustrated customers patiently
- Don’t leave people on hold
- Be prepared to handle well-researched prospects
4. Encourage Your Managers to Listen to Calls and Review Them
Encouragement and motivation are the benefactors that help employees grow and perform better. Thus, the managers must spare time to listen to the calls and praise the agents for their work. You can recognize their work publicly by giving away a token of appreciation.
Team collaboration plays a crucial role in the success of a business. Hence, you can host monthly meetings and gather representatives from different departments on a single platform. It offers them a chance to discuss their challenges and acknowledge how their peers respond to the same situation in different ways. It will make them feel incentivized to perform better.
5. Determine Your Agents’ Call Accuracy
Ascertain your agent quality-performance measures to specific focus areas. Let’s say; you can keep a check on their call accuracy. One can be good at receiving a high volume of calls while the other can make 10-12 calls but can be great at offering personalized customer service. This practice can help you praise your employees for their specific skills and guide them with the areas they require improvement.
6. Impart Them Knowledge About Your Business
Knowledge of your business is the essence of customer service. When your agents know your business entirely, they can handle any customer queries quickly. Moreover, this helps them understand their customer requirements in a better way. Thus, they will be able to better serve your customers, retain them, and grow your client base.
However, gaining knowledge about their customers is a challenging task. But, once learned, you can use that information to improve the quality of services you provide. This eventually results in increased business revenue.
7. Ensure That Your Agents Identify Your Values
During the training process, it is vital to concentrate on how your agents bond with their supervisors and also whether they can know your core values. If agents do not share the values you have, you can ask them to leave as it can adversely affect your brand in the long run. However, you can provide training for skills that can later impart values.
8. Take Feedback From Your Agents During The Training Session
Knowing what your agents feel about the training sessions is important. You can provide them with a feedback form at the end of each session to understand how it went. You can consider the suggestions and recommendations given by them and see how you can improve or make it even better.
During the training sessions, you can provide enough space for your agents so that they can ask any questions or offer suggestions.
9. Create Open Communication Channels
Your call center agents are the front face of your customer service as they interact with consumers in real-time. They know how your customers feel. So, take feedback from them to harness improvement in your services. It can also enrich your new agent training experience. Discussion forums are one of the most popular open communication channels that businesses can opt for.
10. Explain their Role in Building Customer Relationships
Another call center agent training best practice is to help agents understand how to build a long-lasting relationship with customers.
Since they are the direct point of contact, the way they interact and help customers solve their issues can have a long-lasting effect.
For your agents to truly understand what they bring to the table, begin by educating them on customer lifetime value (CLV) and the cost of bad interaction. They should know how their role largely impacts customer conversion, retention, and loyalty.
Your call agents ultimately define the customer experience your business is trying to build.
11. Explain the Importance of Schedule Adherence
Schedule adherence measures the amount of time an agent worked aligned with the time they were scheduled to work. Given how staffing is the single most considerable cost of running a call center, it’s easy to see why every call center is putting an increasing emphasis on improving schedule adherence.
The problem is that most new hires do not understand the importance of schedule adherence. A good call center trainer educates the agent about the impact of schedule adherence on key performance indicators like service level.
Apart from that, you should also inform them about the different KPIs managers will assess to measure their performance. Give out practical tips on how to hit their KPI benchmarks. This will better prepare them for how to interact with their customers and meet the company’s expectations.
12. Implement Call Center Quality Assurance Training Tools
During the later stages of the training program, you can introduce your agents to some of the quality assurance tools of your call center software. It includes call monitoring, call barging, call analytics, and more.
You can ask your managers to monitor the live calls of your agent so that they can provide feedback in real-time. Call barging can be the last resort while training agents during live calls. It helps the manager handle the situation when it seems to have slipped from an agent’s hand.
13. Build an Open and Transparent Company Culture
Having a transparent company culture means creating a work environment where a company is open and honest about its plans and operations. It directly impacts your call agents’ performance as they don’t have to worry about unfair treatment and boost their morale.
As hiring new agents is a continuous process, so is the training. Therefore, it is vital to develop a process where you can set new goals.
Besides, have one-on-one interaction with the agents, know their individual goals while working in an organization, and regularly take feedback.
Lastly, implementing an outbound call center software can impact your call center’s overall performance for good. CallHippo’s call center calling software solutions are designed to enhance your customer support team’s performance and create excellent customer experiences.