Blue Ocean Moves to 100-Percent Remote Call Center Training

The COVID-19 pandemic has changed the work landscape in a number of industries, and the call center is no exception. Many call centers had already been moving toward a remote work model when the coronavirus hit, and the situation only escalated that movement for many companies.

Nova Scotia-based Blue Ocean provides customized contact center solutions with an emphasis on the customer experience. The company, which retains more than 800 employees, was able to pivot to a 95 percent work-at-home model days before full lockdowns were implemented.

Front-line training is a key part of Blue Ocean's business, and before the pandemic, the company conducted less than 10 percent of its training remotely. Blue Ocean now conducts 100 percent of its training remotely, and has come up with some key tips for successful remote training.

Preparation

Remote call center training is a cross-team endeavor, and new hires need to be made well in advance of training. This allows time to ship agents the required equipment and ensure communication has been reliably established among trainers, trainees and the IT department.

New agents will also benefit from a proactive plan and helpful tips like setting up a designated work area free of distractions. Preparing agents for the best engagement levels will get them started on the right foot as they move through the training process.

Setting Expectations

Those conducting call center training need to be prepared for some of the technology issues that come along with remote work. That means understanding how to access resources and support if things go wrong, and facilitating solid communications throughout the entire process.

Trainers need to ensure new hires are active participants in the experience and that they understand the various channels available to them for communicating problems and questions.

Engagement

Remote training presents a number of challenges, and successfully engaging with participants is one of the largest. Without in-person eye contact and the language and body movement nuances that come with being physically in the same room as others, trainers need to come up with new ways to engage participants.

An eLearning platform can go a long way toward facilitating engagement, with features like whiteboards, simulations, screen sharing, quizzes and game-based learning. A skilled trainer will be able to make remote training fun and engaging, without going overboard with the number of quizzes and activities required of participants.

As the coronavirus continues to impact business globally, we can expect to see more call centers moving to a remote training model. With the right tools and tips for agent engagement, businesses can ensure they setting themselves up for success.

Edited by Maurice Nagle