In Australia and around the world, customer expectations for service are constantly increasing. Now, customers expect more than an answer to their question. They want their problems solved quickly and desire a personal interaction with a skilled agent, not automation.
Apart from choosing intuitive and easy-to-use call center software, call center managers are also investing more time, money and effort into the development of training programs so that their call center agents will be well prepared to meet the increasing expectations of their customers.
According to The Global Call Center Report, compiled by researchers at Cornell University, newly-hired call center agents typically receive 15 day of initial training. If your training protocol falls shy of this 15 day mark, it might be time to take a long hard look at your training curriculum and whether or not your agents are sufficiently trained to meet the needs of your customers when they hit the phones.
This blog post contains tips for training call center agents. Use them to enhance the training you provide your agents so they can better meet the needs of your customers.
1. Introduce the team
3. Bring top-performing agents to training
The educational level of newly hired call center agents
The complexity of the product or service
Keep this variation in mind when training agents. Keep your eye out for learning or knowledge gaps and do your best to adjust your approach to training in an effort to fill them.
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