Co-written by Jeremy Watkin & Sheri Kendall-duPont
In contact centers, training and quality are often mutually exclusive functions. Training is responsible for preparing new agents to support customers from the time they begin employment to the moment they hit the production floor. From there, quality takes over and regularly checks to ensure that what was learned in the classroom is put into practice on every customer interaction. Training might occasionally reenter the picture in the event that there’s a new initiative, policy, or procedure that agents need to know about.
So what’s the ongoing role of training in the contact center? Should coaching and development be left exclusively to the quality team, or should training have an ongoing role in this? On the flip side, can the quality team do more to help in the onboarding process? In this article, we explore quality and training in the contact center from both sides with the goal of understanding how they can better work together.
In the effort to work together, here are four things that contact center trainers need from the quality team.
Now we turn it over to the quality team. Here are four things they want trainers to understand about their needs.
One note: Smaller contact center may have one person who wears both the quality and training hats. For those of you in that position, we hope this helps you realize that these two roles can and should fit very well together. As teams grow, however, these functions begin to separate and become their own teams and departments which makes consistent collaboration all the more important.
We recently spoke with Haley Cisco, a supervisor in our Roseburg contact center. Haley was talking through the practice on her team where they no longer show agents their quality scores. It was exciting as she enthusiastically described the way her colleagues’ faces light up when she’s able to coach them on ways to improve their performance and connect them with the purpose behind it.
This is where this collaboration between quality and training gets really good. When we’ve focused purely on coaching agents to be the best they can be and helped connect them with the purpose and “why” behind a great customer interaction, faces lighting up is a rather common occurrence. And if their faces light up, imagine the impact to the customers they are serving. Isn’t that what it’s all about?
Publish Date: December 15, 2017 5:00 AM
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