TMCnews Featured Article
August 28, 2012
Is Call Center Training Outdated?
By Susan J. Campbell, TMCnet Contributing Editor
When waiting in the hold queue for the next available agent, do you ever wonder if there is really anything going on in the call center that is causing your wait? Do you ever sit there and assume all agents aren’t really helping other callers, but instead catching up on a game of Solitaire or grabbing a cup of coffee before they get around to connecting your call? If this assumption exists, it’s easy to suggest that call center training is outdated.
In the mind of the frustrated customer, the training has done nothing to streamline the process and ensure the call is actually handled quickly and efficiently. The problem is exacerbated when the agent can’t handle a problem or question and must escalate the call. Within the call center environment, however, the focus is often on improving the experience so that such situations are no longer the norm.
Companies are beginning to understand that many of their offerings have become commoditized and their only hope for market dominance is in customer service. Without proper call center training, the customer experience is bound to be wrought with long hold times, lack of knowledge and frustration. But, how can call center managers be sure that the call center training delivered is actually absorbed by the agent for application on the job? Simply demanding the agent attend a training session may do little more than provide an opportunity for him to get a break from the phones, according to this Call Centre article.
If he doesn’t absorb and apply the elements provided in the call center training session, the time is wasted. It may be safe to say this approach to call center training is outdated, demanding an update in the customer care environment. Allowing agents to select from a list of training options to improve their skills – and their potential to earn commissions – is likely to be much more effective.
Engaging the call center manager in the selection process allows the two to work together to identify gaps in skills or knowledge and then right-fit the proper training to address those areas.
To that end, RCCSP offers extensive call center training that can be selected according to the needs of the center and its agents. Whether the agent is headed for a management position, the center is based in the cloud or telemarketing activities are a part of the overall package, RCCSP can create a call center training program to fit even the most diverse needs. If you still worry that call center training may be outdated, consider this recent TMC article that argues that not only do agents want to get better at their jobs, coaching quality employees boosts productivity, enhances morale and generates better performance overall.
Edited by Juliana Kenny
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