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TOP 10 TIPS FOR CALL CENTER TRAINING IN 2018 FROM AN INDUSTRY LEADER

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Expectations from the service industry are always on the rise.  The success of call centers highly depends on how responsive the call center agents are to the requirements and needs of their clients.  That is why call-center agents need to be provided with high quality training to boost their performance and increase team productivity.

In the Philippines where English is spoken more as the first language, rather than the second, call centers and call center agents have so many opportunities to thrive.  Dr. Sheila Viesca, CEO of TalkShop, the Philippines’ leading communication training institute offers 10 Effective Tips for Call Center Training:

(1) An effective call center training equips supervisors with coaching skills so they are able to monitor and mentor their agents while boosting the motivation of everyone on their team.

 (2) Any particular call center training can only be considered effective when it is able to identify where agent performance needs improvement through vital tools like call monitoring, call recording, and quality assurance evaluations.

(3) Competencies taught in a call center training must make use of Key Performance Indicators (KPI) as the criteria to highlight problems and opportunities for improvement.

TalkShop Customer Service Tips

(4) Because call centers are a social environment, an effective call center training is designed to ensure that the supervisors learn to manage their time so they are able to assist and mentor all agents on the team.

(5)  An effective call center training must be able to reinforce the application of learnings and insights into practical competencies that enhance day to day operations.

(6)  When sourced from the right provider and an industry expert like TalkShop, the call center training is aligned with the organization’s core values and designed to build on the standards and metrices identified for the agents.

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(7) Effective call center trainings will highlight how your operations impact your customers.  It covers feedback gathering and evaluation through call data or surveys.

(8) In a call center, every employee’s role and responsibilities must be clearly delineated and defined.  The right call center training makes everyone aware of what is expected of them on a daily basis and in the long term.

(9) Since call centers are equipped with technology tools, call center trainers must not only be adept at teaching language fluency but must also be able to work with virtual call center software calling feature.

(10) After the call center training, an agent must be able to utilize the formal evaluation process as a communication tool for agents to express their training need as well as a monitoring scheme to document their improvement.

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Initial training sessions as part of the on boarding process for agents must be complemented by mini-training-sessions and evaluations to sustain a high standard of performance. Here, it can be taken into account that both high-performing and low-performing agents require individual supervision with specifically targeted training goals.  This means that quantifiable metrices must be put in place to facilitate review, evaluation, and revision of training programs.  Overall, the continuous improvement of on-board call center operations and its supporting programs ensure that the high quality of service is sustained.

TalkShop  designs its Call Center Skills Training to not only enable the front liners of the BPO industry to handle more challenging calls with ease and confidence, but to also ensure that the BPO management teams, proprietors, and stake holders are assisted in making their business succeed.

Founded in 2000 by Dr. Sheila Viesca, TalkShop redefines communication excellence through programs that are competency-based, results-oriented and customer-centered.

Posted by TalkShop
Sheila Viesca, TalkShop CEO and Director of Communication finished her bachelor degree in Literature, masters in Entrepreneurship, and doctorate in Applied Cosmic Anthropology. She designed the Philippines' Language Competency Benchmark for the Department of Education and pioneered Integrated Language Teaching (ILT) in workshop designs and corporate communication training. You can follow her on Facebook, Youtube, Twitter, LinkedIN, and Google+

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