When it comes to delivering excellent customer service, call center agent training is of utmost importance for any organization. Because a customer can either make or break your business.
As per a survey, 96% of customers across the globe say customer service is an important factor in their choice of loyalty to a brand.
It’s found that 33% of consumers abandoned a business due to lack of personalization.
On the contrary, excellent customer experience can reap fruitful benefits. About 70% of customers say they have already chosen to support a company that delivers excellent customer service.
Businesses are now getting customer-oriented. At the same time, customer expectations are rapidly increasing. Therefore, call center training has become a crucial part of the competition. Want to keep your customers happy? Call center agent training is the key!
Here, we will provide you with the top 10 call center training tips.
Best Practices for Call Center Agent Training
1. Empower your agents
When you provide your agents with the appropriate tools, their power of making decision enhances. An agent with the power of choice not only ensures to deliver customer satisfaction but also make 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 a varying personal and professional background. Such diversity undoubtedly benefits an organization as well as its employees’ growth. But, you should not forget that each individual has a different skillset and knowledge. So, it is the responsibility of the trainers 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 there may be some who prefer to read and learn.
3. Make them learn how to handle calls
Handling calls is an activity that can’t be ignored from the curriculum of a call center agent. So, 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 the knowledge as to how to react and what to respond under different circumstances.
4. Encourage your managers to listen to calls & 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 also guide them with the areas they require improvement in.
6. Impart them knowledge about your business
Knowledge of your business is the essence of customer service. When your agents know your business entirely than 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 serve your customers, retain them, and also 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 there are agents who do not share the values you have, you can ask them to leave as it can adversely affect your brand in the long run. After all, you can provide training for skills, not for values.
8. Take feedback from your agents during the training session
Knowing what your agents feel about the training sessions is important. So, 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. 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 live calls of your agent so that they can provide the feedback in real-time. Call Barging can be the last resort while training agents during live calls. It helps the manager to handle the situation when it seems to have slipped from an agent’s hand.
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. Also, it is essential to have one-on-one interaction with the agents, know their goals while working in your organization, and take feedback from them regularly.