Call center industry is one of the most popular and fast growing industry of this age in Pakistan or even you can say it of Asia. People in this region which are applying as agents in call center are having English as secondary language and they do not possess effective communication skills in English. To get the best out of this industry, we need to have a proper call center training sessions. Our generation needs multiple type of training to get set in this industry like accent training, convincing skills etc.
Top 10 tips for Call Center Training
Below, I have listed 10 best tips which you need to keep in mind while handling any session for call center training.
- Initial induction and expectations
While hiring agents, keep in mind the level of training which you are going to provide them to build their skills. If you think the person will not be able to match your training session then it is good for you to perform some initial screening in call center interviews.
- Involve trainees
Do not just burst out things on trainees, involve them. Instead of telling them, you need to ask them and question them so that they can participate.
- Demo calls
While having call center training sessions, held proper demo calls to check out their level of understanding in response to your trainings.
- Choose best trainer
Always choose a best trainer from your existing team to train others. He is the one who knows the ins and outs of your dialing list and target market response.
- Trainer collaboration with operations
It is a must to have some collaboration in between operations department and trainer. In this way, the trainer will stay updated with the common mistakes which current dialers are making.
- Periodic training and assessments
Do not arrange long call center training sessions at once. Divide it in periodic trainings and assessments. Train agents for couple of days and then assess their performance of live calling. Then again train them and point out their flaws.
- Accent neutralization and development
It is must to neutralize your agent’s accent. If you do not focus on their accent neutralization, the call receivers will ultimately get to know that it is a spam call and you have to face a hang up.
- Tricks to handle DNCs
Always empower your agents to handle DO-NOT-CALL List. These customers are very aggressive and at times it becomes pretty much difficult to deal with them.
- Tricks to handle not interested candidates
Almost 80% percent of the customers which you are calling are not interested in start of the call. You have to train your agents that how to make them interested with re-buttles.
- Point of interruption
In every call, there is always a point of interruption where the customer leads the agent somewhere else. It is the point of interruption. You have to guide the agents in training that how they can bring back the customer to the point of interruption after clearing their interruptions.
I hope these call center training tips will help you building good resources with least efforts.