Training customer service representatives well is imperative for success in a call center environment.
Any successful call center program needs to have well-trained agents to ensure an aspect of great customer service. It’s a good thing training a call center customer service rep is easy.
Or is it?
In reality, customer service training takes a lot of work. It is not a “once and you’re done” proposition. Agents must be trained, of course. But they must continue to be trained if they are to exceed your service expectations. Training should be comprehensive and involve technical review, situational call handling, and role playing. The simplest part of agent training is the format you should follow while the actual execution takes a lot more work.
- Initial agent training– covering basic skills and concepts, followed by testing for retention
- On the job training – sit side-by-side with Â agents to ensure they can perform during a live call, offer tips for improvement
- Progressive training – schedule follow-up training sessions on a monthly basis to ensure consistent performance, incorporating more and more challenging processes to continue building skills
While agents are being trained, another layer of insurance must be added to the mix – remote monitoring. Make sure that your call center is regularly monitoring agent calls using a group of “remote” monitors. A remote call center monitor is a quality assurance employee that does not work in the call center. Keeping the monitoring group separate from the agent base ensures that you have no biases in your scored results.
Basically, call center customer service training is a never-ending process. To make sure call center service levels are always as high as can be, training never stops. This way, agents are always enhancing their skills, call centers are able to continue refining their processes, callers are pleased with their customer experience, and clients are happy that their callers are being taken care of.