Article : Tips for Successful Contact Centre Management - Part 2
Training is often focused on induction training – staff are recruited, put into a classroom and/or on the phones with a ‘buddy’ and crammed with as much product and service knowledge as possible. The new staff member is unable to remember everything they have been taught, and are not confident when they are put onto the phones. This results in stress and can contribute to poor staff morale and high turnover.
A better approach is to only teach new staff what they need to know to get on the phones quickly, and allow them to reinforce their learning while they gain experience. Where possible, this should be a single product, a single function or simple tasks – and use the capabilities of the technology to only feed them calls they can handle. As their confidence grows, teach additional products and skills and include those calls in their capabilities. This aids confidence with a corresponding improvement in morale and customer service.
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Training doesn’t stop after induction – it is ongoing forever. As new technology (including new phones and CRMs), new products, new services or new processes are introduced or updated, thorough training should be provided to all staff to ensure they are appropriately equipped and confident to handle customer queries.
Staged training as advocated in this article should be complimented by:
- A quality assurance and evaluation program
- A reward and recognition program
- Multiple levels of staff skill to allow recognition and promotion of staff as they achieve a higher skill level
- Frequent feedback and coaching.
Customers expect staff to already know the answers to their questions, not to have to look them up or go and ask someone. It is highly stressful for staff to have a customer on the phone and not know the answer to the question they are being asked.
All previous articles are available on our web site - www.ccaction.com.au
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About Steve Pels:
Director of Operations at Contact Center Action
About Contact Centre Action:
The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
Published: Friday, July 8, 2016
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