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Training Process for Call Center
Conclusion
What else can we do for our employees?
Sources
Training Process for Call Center Employees
15. Training never stops!
13. Provide call recordings that demonstrate a specific point
14. Constantly evaluate their progress
• The Global Call Center Report compiled by Cornell University
https://www.talkdesk.com/blog/15-tips-for-training-call-center-agents/
By: Michael Blasic
Q/A
What else can we do for our employees?
What else can we do for our employees?
5. Explain their role
6. Teaching agents call handling best practices
7. Teaching agents call center etiquette excellence
8. Educate them about their desired income
9. Show agents how to find answers to all of their questions
10. Train your agents individually
11. Make sure your training is hands-on and practical
12. Utilize videos in the curriculum
Case Study
Itinerary
Need to identify what do customers need from call centers?
How can we prepare our employees?
- What do customers seek?
- Training process/content
- Questions?
Director of our local economic development agency has just approached the college. Our area is a finalist for a large in-bound call center to locate their northeast operations here. They want a proposal for customer service training for their call center personnel. However, because the negotiations with this company are very sensitive the economic development staff cannot tell you who the company is or what products they support. How would you develop a training for this potential customer? Please describe both the process and the content of this training.
Some tips to get the employees started:
1. Introduce your team
2. Educate your team about the business
3. Explain to your team about the important factors of schedule adherence
4. Bringing top performing agents to the training