Every outstanding employee in a call center will agree that an outstanding training program behind the scenes plays an important role for achieving success in the field. It enables call agents to set goals, think strategically, and work better overall. The training and development programs also help the staff feel valued.

As far as businesses are concerned, call center representatives and their performance directly affect consumer opinions. The financial stability and long-term growth of your business can be enhanced by implementing an excellent call center training program.

Another important thing to understand is that not all call centres are the same. For example, healthcare call centre best practices will differ from that of a finance-based call centre. But there are certain universal best practices across call centres which will discussed further in the blog. Find out the call center best practices which can make your call centre training program effective.

Technology Use

The technology utilized today helps in analyzing the most common data points. The candidate data is unearthed through different channels. Employers can scout social media sites for talents that meet their requirements. Plus, it reduces the gap between the employer and the employee by bringing them closer together and making direct discussions possible.

The job portals and sites can also help in scouting and creating talent pools. In addition, businesses can analyze high-performing graduates against set recruitment metrics.

Thus, technology opens up opportunities to gain insight into valuable details such as overall work experience, number of years of experience in the field, specific skill sets, communication along with candidate interests, potential and other qualities.

Based on the candidate information assessed, a call center training program should be developed.

Clarity about Business, Products & Services

Any call center training program must provide clarity about the important components of the business, products and services. It helps call agents to delve deeper into more complex procedures and concepts that may concern customers, understand better the common complaints and queries and ultimately help improve performance across the board.

Business leaders or managers can conduct regular meetings with call center agent in case of new product or service launches and update them about the latest happenings. This helps call agents to answer all queries without confusion.

Emotional Intelligence

Customers today are quite demanding. They desire quick resolution to their problems and expect customer support to be available at all times. Thus, call agents need to be prepared to handle customer frustration. This is where emotional intelligence is important.

There are several emotionally charged abilities that every excellent call centre agent possesses. The key to preparing agents for success in their jobs is to teach them how to quietly extract favourable outcomes even under unfavourable circumstances.

The best way to train emotional intelligence is to have your agents pay more attention to their own actions. Every employee should keep in mind their tone, linguistic fervour, and clarity when communicating with consumers. Previous call recordings of how chaotic situations were skilfully handled can be used for training purpose.

Soft Skills

Contact centres frequently employ a mixture of seasoned and new agents for various roles requiring specialised knowledge and skill sets. These include soft skills like effective communication, collaboration, critical thinking, and leadership, as well as direct skills related to product knowledge and tools.

Soft skills are essential because call centre representatives are in charge of much more than just the problem-solving activity. They are customer-facing and their performance boosts brand image. Thus, call center training must include soft skills training so that call agents can help clients and win them over every time, boosting customer loyalty.

Video Conferencing

Remote work has changed the way businesses approach training programs; call centers need to adapt to changing times. Video conferencing tools such as Zoom have thus become popular. Technology and tools can be used by businesses to conduct training sessions for call agents. Expert instructors who are located far away can be asked to do virtual conferences and provide best-in-class training to the team.

Incentives & Feedback

Who doesn’t want to be rewarded for a job well done? Incentives for completing a call center training program can foster a happy environment and reduce absenteeism.

It is a best practice to encourage call agents to provide feedback about the training program and recommend any positive changes or additions. This is important for continual improvement of call center training programs.

Calibehr is one of the leading business solutions provider, offering tech-enabled call center solutions to clients across India. For more details, contact us today.