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From The Expert Corner
April 30, 2012
Preparing Hosted Call Center Employees To Master Their Jobs
If you run or manage a call center, you'll know that training is one of your biggest challenges. Recruiting and hiring is just part one. Once you've got someone new on the payroll, how do you make sure that person is equipped for everything the call center might throw at him or her?
According to a recent blog post by hosted call center solutions provider inContact's JaNae Forshee, you can't. Not in a classroom, anyway. Forshee compares training contact center agents to playing golf. Once your top talent has been hired, she says, putting those employees out on the practice range with a bucket of golf balls (not literally, of course) isn’t going to prepare them for playing a round of 18 holes.
The only thing that will do that is actually playing the course. Call center agents need to learn by doing, not always an easy prospect, but a necessary one. While you can teach them how to operate in a vacuum, without hands-on-experience, they will never learn to “hitting a shot out of a bunker, from the rough, or from behind a tree... Read More
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