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5 Factors That Hinder The Success Of Training Programs In Contact Centers - Taking You Forward, Inc. - ContactCenterWorld.com Blog

5 Factors That Hinder The Success Of Training Programs In Contact Centers

Many contact centers utilize training to prepare their representatives and make sure they are equipped to communicate with customers and resolve their concerns.  Time, effort and funds are invested in training programs, trainers and training facilities.  As such, it’s imperative to ensure that the training effectively prepares employees for their jobs and guides them into becoming excellent representatives.   

Avoid the following factors that prevent your training programs from succeeding:

  • Vague objectives and lack of desired learning outcomes

Begin with the end in mind.  This concept is undeniably true when launching any training program.  Your curriculum should be based on what you’d like to achieve as a result of the training so that every step you take helps you reach this goal.  If the objectives are not met, then you would know that changes have to be made either in the program, methods or objectives themselves.    


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  • Unsuitable training environment

Trainees will not be able to concentrate if their environment is not conducive to learning.  Having a large class size, for example, is not ideal because in this situation, discussion is limited and the method is constrained to lecture types.  Another thing to consider is if the training room makes trainees feel uncomfortable, with poor lighting and insufficient ventilation.  Noise and any distractions from outside the training area should also be avoided.       

 

  •  Obsolete or lack of resources

The training materials should be up-to-date and there should be enough for all participants.  The presentations and handouts must be as close as possible to what is used in the operations area so that learning from training is easily transferable to the workplace.  The equipment, hardware, and software you use also need to be current and fully functional.   

 

  •  Training is conducted only through lectures

Although lectures are a necessary part of training, it should not be the only method used.  A variety of strategies can be utilized to keep participants interested and to ensure that relevant skills are learned.  It’s best to make the bulk of the training focus on discussions that engage the trainees and exercise sessions where the trainees can practice applying what they have learned.  

 

  •  Lack of assessment and follow-up

Assessment is vital for any training program as it helps you evaluate whether the objectives were met or not.  By evaluating your participants’ learning, you can determine the effectiveness of the training program and pinpoint possible causes of success or failure.  You can also get feedback from the trainees themselves on how to improve the program.

If you want your training programs to succeed and your investment of time and resources not to be put to waste, take note of these factors and take steps to overcome them.  When outsourcing your customer service, be sure to partner with a contact center who provides quality training programs.  Taking You Forward, a contact center in the Philippines, believes in training representatives to prepare them fully for their jobs.  Contact us today.    

Source: http://www.takingyouforward.com/blog/5-factors-that-hinder-the-success-of-training-programs-in-contact-centers/

Publish Date: January 15, 2017 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
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.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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.

Speed features:

*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
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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