Call Center Management Featured Article
Three Training and Coaching Steps for Your Business
Customers of all kinds, whether it involves retail, mobile carriers, healthcare, automobiles or electronics, depend on a call center to help them answer their questions and concerns regarding specific products. In order for these centers to create successful customer experiences, every call center needs a management solution that provides it with the latest skills and tools.
With forecasting, scheduling and quality assurance tools managers can track agents and make sure that calls are being resolved in the first try, along with their ability to meet performance goals. Monet Software, a provider of call center solutions, however, believes that call centers need to take these solutions one step further by providing managers and agents with the coaching and training process they need in order to utilize these tools at hand more efficiently. The three steps are:
- Identify the Training Need: While training should cover all aspects of job performance, from call greeting and closing to script adherence, product knowledge and general courtesy, every agent is different and will have different needs. With call recording software it is much easier to tailor training to a specific agent’s needs, improving both agent efficiency and the time it takes to produce a qualified employee. This can dramatically reduce wasted resources on training that is not necessary.
- Provide Training/Coaching: Usually coaching sessions will cover calls captured via call recording software. Trainers can review the results of call scoring on that agent’s work, and may also use outstanding examples of other agent calls to illustrate the differences, helping that agent set goals and learn from mistakes. Ultimately, an agent should be able to self-train and self-correct by reviewing calls. Scoring, however, should always be left to call center management and supervisors.
- Measure Results: Quality monitoring provides the raw data necessary to determine whether coaching sessions are having the desired impact. Have first-call resolutions increased? Are complaints down? Has the call center shaved a few seconds off average call length? Reviewing changes will determine next steps – whether re-training is required, or whether the next coaching sessions can focus on other areas of concern.
To see how Monet’s tools work in action, please watch its call center solution demo videos.
Edited by Blaise McNamee