Every call center in the Philippines invests on effective agent training to ensure the success of their customer service initiatives. This is because they understand that it all stems from the quality of learning that extends from the new hire training up to the actual production floor. Here are some tips on how to improve the training process of your contact center agents:
Take a hands-on approach in the training
Clients often forget that their active participation in the design of the training process is as crucial as the role of the business process outsourcing (BPO) company trainers.
The standards that will be used in evaluating the new hires must be identified by the client to make sure that expectations are set from the start and matched with the appropriate learning strategies employed by the trainer. Learning materials must also be reviewed by the client from time to time so that new input can be combined to the existing materials. The more hands-on the client is, the more dynamic the training process will be.
Let the new hires score themselves
While the use of a traditional training evaluation forms can be effective in maintaining performance standards, giving the new hires freedom to assess their learning can provide them opportunities to discover strategies in improving work quality and motivation to do a good job. Feedback from other people may promote skill learning and competency, but reflection and self-evaluation can lead to individual growth and understanding of the products and tools. In a nutshell, let the agents score their calls and watch them make adjustments on their own.
Adopt a scenario-based training
Jeff Toister, author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, explains that prolonged new hire training time can be reduced by 25% to 50% through scenario-based training methods.
Traditional step-by-step training process is where learning blocks are identified as job-related tasks and learning happens one block after another. This approach can be problematic because it trains individual skills separately although the job requires them to be used together. Scenario-based training, on the other hand, works by simulating realistic situations where agents are expected to use a variety of skills all at the same time. Toister explains that a scenario-based training can become “very fast-paced as employees master the ability to quickly handle new scenarios.”
An effective training can go a long way in producing agents that will give the best service to your customers. Following these tips can prove to be strategic in making sure that your outsourced call center in the Philippines conducts successful agent training that produces a well-trained team.