How to Successfully Train Your Agents - RSVP - ContactCenterWorld.com Blog
Training new and current staff is a key process within any company, and a great deal of time and effort should be put into it. Whether a customer service or sales agent, they are representing your business, so it’s vital they know a great deal about the company and are able to answer any queries the customer may have.
Following our top tips on how to train your agents will help them – and you – remain confident you’re giving excellent customer service!
1. Introduce New Staff to the Rest of the Team
As a new staff member, it can understandably be daunting starting a new role where you don’t know anyone. Allow them to meet the rest of the team before they begin training so they are able to put names to faces, find out what everyone’s role is and see who their manager is. Try to also introduce them to the company’s directors as well as the HR team so your new staff immediately know where to go if they need to speak with anyone.
Although new staff should have researched your company before their first day, it’s useful and nerve-settling for them if you give them a thorough introduction about the business – everything they need to know.
2. Have an Experienced Agent Train New Staff
For the training process to be a success you need to have a trainer who is enthusiastic and able to keep staff motivated and focused at all times. At RSVP, our experienced customer service/sales agents lead training sessions for new and current staff. We believe this is the best way to train as experienced staff know how to meet the customer’s needs. They have a fresh, up to date knowledge of the company and will likely be able to answer any questions new staff may have.
3. Have Listening-In Sessions
At RSVP, we use the last day of the training session to allow new staff to listen in to phone calls with our more experienced agents. They are able to hear what the agent and customer is saying, as well as looking at the screen, allowing them to see how they systems work at the same time. We find this is a great help as new staff tend to learn quicker by seeing and listening, rather than being sat in a room for hours – this can become tiresome.
Once your agents have completed training and are on the phones, you should have a Call Quality Development coach listen to their first few calls to ensure they are saying the right things/being brand ambassadors. This covers your business and you will be able to erase any mistakes the agent may make before it becomes habit.
4. Keep Training
It’s important to keep agents up to date with the business’ status and to notify them of any changes. Continue to listen to their calls and hold regular ‘refresher’ training sessions to ensure all agents are up to speed. This is also a great opportunity for agents to ask questions or raise any issues/points of improvement to help develop your business even more.
Publish Date: October 13, 2017 5:00 AM
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