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
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
|8.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
|RSVP DOES HALLOWEEN||October 31, 2017 5:00 AM|
|Important things to remember in the contact centre||October 26, 2017 5:00 AM|
|How to Successfully Train Your Agents||October 13, 2017 5:00 AM|
|How to Improve Your Recruitment Process||September 28, 2017 5:00 AM|
|TOP TIPS ON IMPROVING CALL QUALITY MONITORING||September 13, 2017 5:00 AM|
|How to Make the Most out of your business using outsourcing solutions||September 4, 2017 5:00 AM|
|UK Contact Centre Forum and Intelligence Sourcing Conference for Outsourcing Contact Centre Operations||June 23, 2017 5:00 AM|
|What Makes a Great Call Centre Agent?||June 14, 2017 5:00 AM|
|Agent of the month!||February 16, 2017 5:00 AM|
|Agent of the month - Secret Escapes!||December 12, 2016 5:00 AM|