Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Rory Aditya
Manager Digital Service of Retail Customer Care
8
EXECUTIVE MEMBER
M Fajri
Learning & Development Manager
199
MEMBER
Vijay s
Director
44

Call Center Training Tips for Managing New Hires - The Connection - ContactCenterWorld.com Blog

Call Center Training Tips for Managing New Hires

Not every candidate who is hired to work in a call center comes with customer service experience. They may be friendly, outgoing, and patient, but they likely do not (yet) have the knowledge and call center-specific skills they will need to succeed. Since a lack of adequate training is a major contributor to attrition  in call centers, it is vital to create a call center training program that works.

Do not worry! There are some useful tips that can help inexperienced new hires blossom.

Kick Off NHO (New Hire Orientation) on a Positive Note

We recommend advising new agents about what to expect when working in a call center, so they will have a realistic picture of the job. But highlight some of the fun things they can expect to encounter in their new job. It is not all cranky callers and complaints!

Help new folks get an immediate feel for company culture. Give them a tour of the facility and introduce them to folks in departments beyond the call center, so they can get the big picture and make connections out of the gate. Ask the CEO to stop in and give a personal welcome.

Create a Call Center Training Checklist

To ensure the training program is successful over time, the process of onboarding new hires should be consistent. By creating a formal checklist trainers can use, every new employee will receive consistent  training, creating a best practice approach. Nothing will be overlooked, even as trainers work individually with people to provide extra coaching or skills development.

Create a Mentor Program

Any new job can feel intimidating. Assigning a mentor or “buddy” to each new hire ensures they always have a go-to friend to assist them. There is typically only one formal manager, but a buddy or mentor can provide one-on-one moral support as well as “insider” guidance on handling calls and the day-to-day call center experience.

Provide Feedback Often

Many times we wait until the end or “graduation” from the training program to provide feedback. Instead, provide feedback daily, or in “real time.” Feedback — positive or corrective — that is given closest to the action it references has the greatest impact. The ultimate goal is new agent success, and offering frequent feedback helps set them up for that. Keep up the feedback, in a less formal way, over the next weeks and months.

Teamwork Makes the Dream Work

This is not merely a cliché. Statistics show that when we feel we are part of a team, we work harder to not let our team down. Creating a team culture will enhance learning and the entire training experience. That helps new hires get comfortable faster, increasing the likelihood that they will stick around longer.

Listen to Your New Hires

As trainers and managers, we can become convinced that “we know best,” because we have been doing the job forever. However, we can still learn a few new tricks, too, if we listen. New employees come from a variety of backgrounds, and many times they have great feedback to offer about our processes. Their different perspective can suggest tweaks or bigger changes that enhance the call center work experience or improve customer experiences.

Even better, listen to experienced agents as well. As the folks on the front line of customer contact, they can provide valuable insight into improvements or other changes.

Do Not Quit Too Soon

Every manager knows that time is money, so it can be tempting to try to cram training into a too-short period of time. The most successful programs give new hires a transition period following formal training. Newly-fledged agents can begin to take simple calls under supervision rather than being put out onto the floor in a “sink or swim” environment. The more controlled situation allows agents to get a feel for the physical rhythm of handling calls as well as the personal side of handling customer contacts.

Conclusion

Spending more time on initial training and ongoing coaching may cost more up front, but it is an investment that will repay itself in higher quality, more productive, and happier agents who are much more likely to stay in their jobs longer. With a positive approach, mentors, lots of feedback, and active listening in your tool kit, call center training can transform inexperienced new hires into great agents.

Source: https://blog.theconnectioncc.com/call-center-training-tips

Publish Date: March 7, 2019


2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 



View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020
Customer Service Trends to Look Out for in 2020January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019
Call Center Training Tips for Managing New HiresMarch 7, 2019

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 30399 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =