5 Best Practices for Call Center Agent Training
5 Best Practices for Call Center Agent Training
Topics
- Remote training challenges
- Best practices for training call center agents
- Developing role-based profiles for effective training
Video summary
This video discusses the challenges of training call center agents remotely and provides five best practices for effective training. It emphasizes the importance of developing and documenting the organization's vision, mission, goals, and culture to craft training content. Role-based profiles are also crucial for hiring and training more effectively. Key performance indicators should be established to measure agent performance. The video also highlights the need for training programs with specific phases and time frames, including onboarding, shadowing, and refresher training. It suggests offering training programs in various styles and gathering agent feedback for better content and delivery.
Video trancript
take the guesswork out of remote
training with these tips
[Music]
throughout the pandemic many
organizations have faced the challenges
of training employees remotely for call
center organizations especially an
effective training program is of utmost
importance in order to maintain and
provide positive customer experiences
here we'll cover five best practices to
keep in mind when training call center
agents to dig deeper into the reasoning
behind these guidelines click the link
above or in the description below
proper call center agent training brings
benefits like reduced turnover increased
profits and improved customer and
employee experiences
here are a few ways to guarantee the
success of training
[Music]
an organization must develop and
document its vision mission goals
objectives culture and brand goals at a
strategic level in order to craft its
agent training content
role-based profiles should establish
knowledge skills abilities and culture
requirements that agents need for each
role
when organizations understand what each
role requires for success they can hire
and train more effectively
[Music]
before organizations delve into roi
analysis of training models they should
establish key performance indicators for
training programs
for example agent performance
measurements like first contact
resolution and average handle time as
well as new higher agent time to
proficiency
a successful training program requires
phases with specific time frames
including some stages that repeat past a
new hire's typical first 30 or 60 days
of training
these phases might include onboarding
and new higher training shadowing or
nesting training and refresher training
everyone learns and absorbs information
in different ways
organizations must offer training
programs in various styles and not just
online either
asking for agent feedback throughout the
process will also help develop better
training content and delivery
what are some challenges you encountered
while training or being trained for a
call center agent role how did you solve
or work around them share your thoughts
in the comments and be sure to hit that
like button and subscribe too
[Music]
you
Dig Deeper
Take the Guesswork out of Remote Training with these Tips
Throughout the pandemic, many organizations have faced the challenges of training employees remotely. For call center organizations, especially, an effective training program is of utmost importance in order to maintain and provide positive customer experiences. Here, we'll cover five best practices to keep in mind when training call center agents.
Develop a Clear Vision and Training Content
An organization must develop and document its vision, mission, goals, objectives, culture, and brand goals at a strategic level in order to craft its agent training content. Role-based profiles should establish knowledge, skills, abilities, and culture requirements that agents need for each role. When organizations understand what each role requires for success, they can hire and train more effectively.
Establish Key Performance Indicators
Before organizations delve into ROI analysis of training models, they should establish key performance indicators for training programs. For example, agent performance measurements like first contact resolution and average handle time, as well as new hire agent time to proficiency. Having these measurements helps evaluate the effectiveness of the training program.
Implement a Phased Training Approach
A successful training program requires phases with specific time frames, including some stages that repeat past a new hire's typical first 30 or 60 days of training. These phases might include onboarding and new hire training, shadowing or nesting training, and refresher training. By structuring training in phases, organizations can ensure comprehensive and ongoing development for their agents.
Offer Training in Various Styles
Everyone learns and absorbs information in different ways. Organizations must offer training programs in various styles, not just online. This could include in-person sessions, virtual classrooms, interactive workshops, and self-paced modules. By catering to different learning preferences, organizations can maximize the effectiveness of their training programs.
Solicit Feedback and Continuously Improve
Asking for agent feedback throughout the training process is crucial. It helps develop better training content and delivery methods. Organizations should create channels for agents to provide feedback and act upon it. This ongoing feedback loop ensures continuous improvement in the training program.
By implementing these best practices, organizations can optimize their call center agent training programs. Effective training not only benefits the agents themselves, but also leads to reduced turnover, increased profits, and improved customer and employee experiences.
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