We all need to learn, and sometimes the learning curve can vary from agent to agent, but it’s important to make sure to facilitate a smooth transition from the classroom to the contact center floor. Here are suggestions as to how to do that:
To make a smooth transition it is recommended to make agents learn through mock calls.
Keep your notes and FAQ’s within an eyeshot distance. Master yourself in the use of Knowledge Management Systems.
For managers, placed important quick reference guides in the front sleeve of the training binder, and also emailed those documents when agents transitioned to the call center floor. Further, during review sessions, review these guides and conduct scavenger hunts and knowledge checks for trainees to get familiar with these key documents.
You can learn as much as you can about a certain line or service, but there’s always that one question that throws you off your game. What the agent does to locate the information during these moments is important. During training, it’s important to make trainees aware of the resources available, and to give them practice to use these resources.
Your tone conveys several emotions. If a customer notices lack of confidence in your tone he might not be satisfied or might call back for confirmation.
Roleplaying and practice sessions also help trainees gain confidence before they move to the mentoring or shadowing stage. Another confidence booster is continued support from friendly and experienced peer mentors also helps the new team members to gradually transition to taking calls on their own.
If a trainee is fed too much information at a single stretch, the brain decides to tap out. To prevent this, scatter breaks throughout a presentation, and add short videos, learning checks, and practice sessions. Also, adding whiteboard review sessions helps to summarize what was discussed a previous day or week, and reintroduces training material to the class in a different format.
Each skill in a contact center requires practice to master, but if you can start them on the right path, then they will gain the confidence to grow into their roles.
Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered over 450+ Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.
Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.
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