With the number of call center service on the rise, it is expected from call centers to make a distinguishing mark so that it is chosen over other companies. For that, BPO companies adopt a range of tactics and strategies, among which creative ways to train outbound contact center agents is one of them. The agents are the bloodline of any call center and in order to be different from the crowd, they need skill set better than the rest. Grooming and creative methods of training can not only make agents experts in their domain, but also help them handle different situations and uncommon issues without any pre-defined scripts. This will help their clients’ business to grow and improve customer service eventually.
Let’s check out some of the ways to train agents in a call center that will have direct impact on performance of the services as well as end results. It will not just help the call center improve its services but also help the client generate greater ROI and customer satisfaction.
Initial stage must start with employee learning and development
When hiring candidates for BPO services, employee screening can be done by setting clear expectations during the process of interview. The panels of judges should be aware of the parameters of judgment and performance evaluation before providing them the offer. A professional outbound contact center performs numerous roles and tasks, from outbound support, from customer service to telemarketing. Hence, it is essential they have trained agents with global exposure. A creative way to do that is by searching online training modules, resources and scripts. This will increase the effectiveness of the training session. Setting up a training learning portal where every info given covers product knowledge and compliance subjects can prepare agents with the legalities which are the most complex aspect. This way, new agents can gain added confidence and proficiency.
Training must not be rigid
While providing the training to outbound contact center agents, the trainers need to be flexible and be open to newer ways of providing the training – not just with slide and projector. There are various digital mediums today like Excel, team activity, games and social media contests which are regarded as the perfect channels to train agents. As far as home-based agents are concerned, off-site training can be provided by video conferencing, online group and via intra-network. Apart from that, offering incentives to the best learners, treats and privileges can also motivate agents. In order to make the training session engaging and interesting, agents can be shown different scripts, and generations, spit the batch into small groups and let them complete each other by solving demo queries and demonstrate compliance needs from time to time.
Transitioning from trainee to call center agents
Incubation is one of the most significant steps in making the transition from trainees to call center agents for outbound process. At this phase, the experienced employees of the call center assist and train new agents about different methods and processes. This way the new agents feel like a part of the team and learn things while being in the process. They feel motivated and perform better in their respective job profile. Job allocation is another crucial function that a supervisor has to do very diligently and skillfully. It is essential to give them adequate time to learn and know about different processes even if they are given just one responsibility to handle. Filling the gap and bridging the minus points is the task of the team leaders and trainers and it should not be reflected in client’s campaign.
An efficient outbound contact center understands the importance of training and strategies required for conducting outbound processes, marketing campaigns and offering services that guarantees maximum results for clients and satisfaction for customers.