Call Center Training Material | |
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Call Center Training Material
Call center operations depend on top level Call Center Training Material to run properly. While not all customer service professionals may agree on the specific reasons Call Center Training Material is so important, the fact remains that it is key to the success of the call center organization. Looking For Something Specific?
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Call Center Training Material
Training in a call center environment requires instructors to cover the following topics:
Computers Training: Agents must become well versed in the company's proprietary programs as well as any mainstream applications used by the call center. Properly written call center training material should allow trainees ample time to work through the various systems in realistic scenarios. A pre-test and post-test must be administrated to ensure proper training. Agents must be able to perform ALL tasks on a pre-determined activity check list to show complete competence. Soft Skills Training: Aside form teaching participants proper phone etiquette, call center training materials must cover the handling of angry customers, negotiation skills and sales training. In this day and age, all agents are considered sales people and must be well prepared to maximize the revenue generated by every interaction. Telephone System Training: Everything from login on to their phone to properly categorizing all their various activities throughout the day, should be covered by the phone systems training materials. Agents should never be allowed to hit the phones without a clear understanding of all functions of the phone as well as the expected codes to document their actions. Human Resources Training: A good part of the call center training material should be dedicated to various Human Resources topics. Important information such as work hours, benefits, sexual harassment, substance abuse, etc, must be included in the call center training material . While, agents do not need to be Human Resources experts, they must be well aware of their expectations as employees. Product Training: Each company has its own set of products and services that must be covered in their respective call center training materials. Product training should be at least 1/3 of the training as it will be a topic that will come up in nearly every interaction with a customer. Callers expect the answering agents to be experts regarding the products and services provided by their employers, anything less is simply unacceptable. Process & Procedure Training: An important and unfortunately often overlooked part of call center training materials is process and procedure training. This training differs from teaching reps "what". It teaches new agents "how", and knowing how stuff gets done at work is perhaps more important than anything else. The call center training materials for any organization should have extensive information about how to submit trouble tickets, who the contact person is for certain requests, how to request time off, who to look up information in their knowledge base (or hard copy folders), how to give refunds, etc. Typical Training tools include:
Useful Sites Puzzlemaker.com ASTD.org
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