Tips for Call Center Training

You have been given the responsibility of teaching a training class to a bunch of call center agents. You are extremely excited and eager to impart your wisdom. Unfortunately, they would rather be anywhere else based on the predictability and monotony of prior sessions. Now, it is up to the trainer to create an engaging, educational, and inspiring session where everyone benefits. Need some help? Here are a few tips!

Slide shows are as about entertaining as watching paint dry. Though it is an effective method visually, it is not appealing or interesting just watching pictures sans sounds. Slides are a one-sided way to communicate with trainees leading them to lose focus and interest. That is why taking a more hands on approach to training will go a lot further than just standing in front of a seminar room, clicking a button.

Show slides with scenarios, and have trainees act them out. Keeping learning interactive is the best way to effectively communicate with those forced to sit through the sessions. At the same, do not throw out more information than agents can handle. Give them just enough to digest before they move on to the next piece, with small breaks in between for better retainment.

Training is not about YOU, the trainer. It is about THEM, the trainees; a 50/50 collaboration. By taking time to listen to what the agents hope to achieve, it will better shape how the session will go so everyone benefits.

There will be trial and error as every group of agent trainees is different. But, with time, trainers will start to see which methods stimulate and which leave students falling asleep.

Edited by Maurice Nagle