Call center agents are the first point of contact for customers, and they have a significant impact on customer satisfaction. But most call centers don’t provide their employees with adequate training that will help them deliver an excellent service experience to all of their customers.
Many companies invest in expensive software but forget about providing adequate training. Training call center agents does not have to be a difficult process and it doesn’t have to be expensive either.
Here are 20 call center training tips that will help you provide your call center agents with the knowledge they need to improve customer service.
Call center training tips to improve agents’ performance
1. Offer various learning styles, including audio, written text, and videos for different needs. People process and retain information differently, and it is essential to cater to different learning styles to ensure call center agents get the knowledge they need.
2. Ask for employee feedback and suggestions, as it will provide you with invaluable information on what call center agents need to know and improve. Encouraging an open dialogue will also improve call center morale, as employees will feel involved in the development process.
3. Create role-playing scenarios that allow trainees and trainers to work together on real calls to have first-hand experience of what communication techniques work well and which ones don’t.
4. Keep employees motivated by rewarding them when their score increases or the job is done successfully. Recognition for a job well done will encourage call center agents to improve their performance and strive for excellence.
5. Use call center metrics to track progress and see which areas need improvement the most, then provide feedback on improving their skills and scores.
6. Train in small groups so that everyone feels comfortable asking questions without feeling embarrassed. Group training is an effective way to build camaraderie and encourage call center agents to share knowledge with each other.
7. Train call center agents to use a three-question system when customers call in with complaints. First, let the customer talk and vent about their issue. Next, probe them for more information so that you have enough background info on what happened. Finally, summarize everything they said before offering their own solution.
8. Provide call center agents with a step-by-step guide on how to handle customer complaints. Follow up by sending call recordings to compare their call with an excellent example of what callers should expect.
9. Offer call center agents incentives for reducing call time, so they have the incentive to resolve issues quickly and efficiently. Incentives will encourage call center agents to improve their skills, resulting in a better customer service experience.
10. Use call recording software so that employees get real-time constructive criticism from managers and trainers about what good call center agents should do better next time around.
11. Create call scripts for frequently asked questions or complaints, so your callers know exactly where to look when a customer calls in with an issue.
12. Encourage empathy and active listening during call center training, so that call center agents know how to deal with difficult callers. These soft skills are crucial to call center agent’s ability to provide excellent service.
13. Discuss customer feedback in regular call center meetings so that everyone is on the same page about what customers want and what needs to be done to improve your services.
14. Encourage an open-door policy in the workplace so that call center agents can talk to managers and trainers when they need help or have a problem. This will show callers that their concerns are being taken seriously and that call center agents will do their best to solve any issue.
15. Set achievable and measurable goals for call center agents to keep them focused on the result because it’s easy for callers to get discouraged when they do not see any improvements in their scores or skill level.
16. Let callers know that you are recording every call. This will reassure callers that the call is being documented, and they won’t feel like their complaint or issue isn’t being taken seriously. This will also help your employees track call center metrics and see where improvements need to be made.
17. Make sure to encourage employees by recognizing effort rather than just focusing on high numbers at the end of the call. This will improve call center agents to do better next time.
18. Provide soft skill call center training in addition to technical call center skills so that employees have an easier time working with the technology and learning how best to communicate with customers.
19. Set up a buddy system so callers have a peer they can call for help when an issue comes up.
20. Empower your staff with online call center training materials
You want your employees to be as productive and efficient as possible. That’s why online center training courses can be a massive timesaver for call centers of all sizes around the world. Online training is a flexible and affordable option that call centers can use to train new call center agents and provide refresher courses for existing employees.
Make call center training mandatory for new hires
The best call centers do not hire employees until they have gone through some sort of call center recruitment and selection process. This means that agents who work at these call centers must pass a series of tests before becoming official representatives who interact with customers on a daily basis.
Employers can’t expect their newly hired call center reps to know everything about the job right away. It’s still important to provide them with adequate call handling education to avoid costly mistakes during their first weeks or months at work.
Schedule regular call center training for existing employees
Just because an employee has been working at the call center for a while doesn’t mean they are always up-to-date with all of their call handling skills. If you want to keep customer service top-notch, call center agents must receive regular training to learn new things and refresh on old techniques.
Online call center training is instrumental in this regard because employees can learn at a time and place that is convenient for them. They can access these courses from home or anywhere else where the Internet is available via desktop computers, smartphones, and tablets.
Make the call center training fun and interactive
Call centers often struggle with making call center training engaging enough, so employees want to participate.
If you keep your call center training courses too formal or boring, then callers will just tune out and not absorb any information at all. To avoid this problem, try empowering your staff with engaging online courses that are both informative and easy to digest.
Make a call center training program mandatory for all staff
If call center agents don’t receive any call handling training, they are more likely to make mistakes that can quickly erode trust between customers and the company.
Plus, having untrained callers on staff means call centers will have a hard time hitting their goals since it’s difficult for them to improve if nobody knows what good performance looks like. To ensure your call center is always running at its best, consider investing in online courses for every single employee who interacts with customers over the phone.
CustomersFirst Academy customer service training
Customer Service Fundamentals is a comprehensive course designed specifically for all customer-facing professionals, including call center agents, so that they can effectively communicate with customers and provide fast, efficient service.
With all that in mind, it’s important for call centers to invest in call handling education so their employees can learn how best to communicate with customers and provide five-star customer support.
Learn more about our training programs and how they may help you strengthen your workforce and wow your clients!