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Training Your Call Center Employees to be Excellent Communicators - SelectVoiceCom - ContactCenterWorld.com Blog

Training Your Call Center Employees to be Excellent Communicators

It goes without saying that call center employees need to be excellent communicators.

As your business’s service front liners, agents are not only your brand’s problem solvers, they also serve as your brand’s ambassadors.

‘Do you want your customer service personnel to exemplify your brand’s vision and deliver service in ways that exceed industry standards?

If the answer is yes, then you also have to do your part to make it happen.

Here are five proven techniques that can help you improve your call center agents’ communication skills.

1. Hire the best trainers

You don’t send soldiers into battle without having them go through intensive military training first. The same rule applies to call center agents.

If you want them to communicate effectively with customers, you have to make sure that they are provided with the best possible training materials.

More importantly, you have to hire the best trainers.

The ideal communications trainer not only has to be a great communicator herself, but she also needs to have strong credentials to be considered.

This means that a trainer should be adept at designing competency tests and at implementing and evaluating training techniques.

2. Encourage active listening

Effective and productive communication is a two-way street. As such, meaningful conversations are only made possible if both parties are making an effort to listen actively.

Of course, there are customers who are not always willing to listen, but if agents can to give them their undivided attention, then chances are the conversation will be steered in the right direction.

Keep in mind, however, that active listening goes beyond just hearing and understanding the words coming out of a customer’s mouth.

It also involves encouraging positive conversation through paraphrasing, empathy, clarifications, and proper contextualization.

3. Invest in high-end training materials

When providing new hires some much-needed training, it can be tempting to skimp on the training materials.

This is a mistake you can’t afford to make. After all, the training proper serves as the foundation of every agent’s development as a call center employee.

On top of hiring a competitive trainer, you need to provide new hires with comprehensive training modules, high-end call center training software, and interactive tools to ensure that they are getting the best training possible.

4. Implement ‘English Only Policy’ (EOP) in the workplace

As the cliche goes, practice makes perfect. By implementing the EOP rule in the workplace, you’re providing agents with more opportunities to practice their communication skills.

Not only will this make agents become comfortable with the language, but it also increases their confidence when talking to customers over the phone.

5. Facilitate roleplay in the workplace

Experience is the best teacher, and the same rule applies to working in a call center. Customers, however, aren’t guinea pigs. They aren’t there for agents to practice on.

It’s a good thing there’s a remedy for this: role-playing. What call centers can do is to ask agents to simulate calls with each other, with one acting as the caller and the other acting as the agent.

This way, agents will be able to commit to memory how to respond in any given scenario once they’re already taking calls on the floor.

Final Word:

Providing comprehensive communications training to call center agents can be costly but in the end, all that effort and investment will be more than worth it.

To bring home the point, a report by GI Insight concludes that customer satisfaction is closely linked to customer communication. And everybody knows that when customers are satisfied, a business is more likely to thrive.

Source: http://selectvoicecom.com.au/training-call-center-employees-excellent-communicators/

Publish Date: January 15, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from SelectVoiceCom

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