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Tips for Call Center Training

Training in call centers is a conventional approach to improving the performance and productivity of the employees and the overall service of the company. It usually involves conducting a needs assessment which determines what training needs to be given, formulating a training plan, implementing the training program and evaluating the training if it has effectively addressed the objectives and weakness that needs to be corrected. But how else can we ensure effective call center training? Here are some practical tips.

Customize. Most training that is provided is too general – a training that is meant to fit all types of trainees with different requirements and needs. This approach to training is however practical because conducting individual training would be quite costly. Training can be customized by providing coaches during the training, who can provide individual instruction to each trainee on the requirements they need. Another approach to this is to hold training in small groups so that each trainee is carefully monitored.

Hands-on training. Training in the call center industry usually involves the development of skills such as communications and computers/ IT skills. And there is no other way to develop skills but to practice them through simulations. The bulk of the training of staff should be devoted in allowing trainees to have a hands on practice of the skills they are taught instead of listening to theories. Practice makes perfect.

Get experts. Trainers are usually deemed to be experts in the field where they will be training other people. These experts should not only be theoretical experts but experts who have the practical extensive experience of what they do. There still lies a gap between theory and reality and experts should have actual experience of bridging that gap then sharing them to the trainees.

Real world advice. To supplement practical training of employees, it is also advisable to provide real world advice or relate actual experiences in providing examples to the theoretical knowledge that the training imparts. Real cases allows them to have a better feel of how concepts or theories are implemented and allow them to better appreciate and apply knowledge to reality.

Follow up. After the training, trainees who graduate are often left on their own as the training personnel then moves to the next batch of recruits to train. Training should be continuous in as much as learning is. Training should be carefully evaluated if it was really able to impart the knowledge and skills that it intends to provide the staff. It should equally try to determine weaknesses of the training per se and consider these weakness for the improvement of the subsequent trainings to be conducted.

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