25 tips for optimizing your contact center's QA practices
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...
The Team at CallMiner
June 21, 2017
Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability.
Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve. Below are some of the benefits of deploying effective training methods for your company.
As previously mentioned, the target of focus for call center is primarily to meet customer expectations. However, there are a number of reasons your organization should implement call center training. These include:
There are a number of tried and tested training methods managers can rely upon. Below are some of the ones most consistently found in the call center world.
The emphasis here is on the idea of regularity. Some managers might organize weekly or monthly meetings, based on preference. By letting employees know when the next session is coming, it will help them stay on top of the numerous areas of improvement in the workplace, whether they are new policies, procedures, IT upgrades, or safety and regulations programs.
From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. The advantage is that this information is accessible by staff members at all times so they can learn at their own pace and get the most from the training.
An increase in the sophistication and usage of call center analytics software has helped to make training more effective. While in the past, certain metrics were hard to quantify, with speech and customer engagement analytics solutions, managers can now provide employees clear numbers for things such as First Call Resolution, Average Handling Time or Customer Satisfaction. Call center agent performance metrics can help staff see their progress and witness how the right practices truly impact these results. Insights from analytics can also help tailor training and coaching to specific groups or agents. It can also provide motivation and guidance for self-coaching.
Some employees learn a lot faster by witnessing the best practices first-hand. An efficient way to demonstrate exemplary professionalism is to let them “shadow” more experienced staff members. While some managers might dismiss the method as old-fashioned, it is still a highly efficient method, which also offers the selected “mentor” employees an important responsibility.
Empowering top agents can hugely impact on the morale of new employees, showing them how to enhance their performance by example. This is all the more effective if your call center applies workplace incentives, rewarding employees for working more efficiently and delivering better results. Also, speech analytics can help you identify the top performers and what they do differently to be so successful. This allows managers to incorporate this insight into training.
In a field as customer-focused as call centers, it is highly important that employees can understand what it feels like to be on the other side of the line. This is where role-playing in small or big groups can be such as powerful training method, helping them place themselves in the customers’ shoes. Did they feel welcome and listened to? Were they keen to give a good score in an post-call poll?
In conclusion, call center management can benefit from tried and tested training methods to improve the efficiency of their call centers. But they should not forego tools like speech and customer engagement analytics, which have shown tremendous, results in the past years.
Whether call center managers decide to make full use of online tools, powerful analytics and metrics tried and tested method, there is no shortage of methods that can benefit organizations relying on call centers for their customer-facing operations.
What training methods have been the most successful for you?
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