There are many contact centers that try to get their agents taking calls on the phones as quickly as possible. The better operating contact centers know the benefits of taking a sufficient amount of time to train the agents. With proper training a call center will have higher agent retention rates and increased customer satisfaction.
According to an article in Customer Management Magazine, “The best centers spend weeks if not months helping agents earn their headsets. The time and money spent on such preparation more than pays off in terms of improved agent performance and…decreased medical costs associated with poorly trained agents concussing themselves against their computer monitor during peak periods.”
Interactive Classroom Instruction
Many times when agents are trained with classroom instruction, the material is not taught with any creativity or imagination. The most successful training with new agents happens when the information is taught in an entertaining way. Often this can be done by training critical information with games, stories or role plays. When done correctly it keeps the agent training engaging and enjoyable.
During training it’s important for new agents to listen in on live as well as recorded calls. Hearing other agents interactions both live and recorded will help trainees understand what will be required of them. After each call a question and answer session will help training agents learn how to handle different situations.
There comes a time when the training agents will be able to take real calls in a controlled situation. After classroom and observational training, they will be ready for this experience. It’s important for a new agent to become comfortable with taking calls. This needs to be done in an understanding and sensitive way. It’s a delicate time when an agent can learn to develop confidence or have it damage just as quickly.
When a training agent is able spend time an experienced agent the results are always very positive. This is an opportunity for new agents to learn how to handle things in the real world of a call center. These mentoring programs are a way for successful agents to show others how to succeed.