Description:
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.
As a result, call centers are investing more time, money and effort into developing agent 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 15 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.
Introduce the team
Educate your new agents about your business
Explain the importance of schedule adherence
Bring top-performing agents to training
Explain their role in building customer relationships
Teach agents call handling best practices
Teach agents call center etiquette excellence
Educate them about their desired outcome
Show agents how to find answers to their questions
Train your agents individually
Make sure your training is hands-on and practical
Use videos in your curriculum
Provide call recordings that demonstrate a specific point
Constantly evaluate their progress
Training never stops
Ecosmob Tech. Has developed an advanced contact center solution in WebRTC. If you are looking for custom call center solution or more details on our contact center software, contact us
sales@ecosmob.com
https://www.ecosmob.com/contactcenter/
https://www.ecosmob.com/contactcenter/
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