What is call center training software?
Call center training software trains agents and other customer-facing employees to provide exceptional levels of support. With call center online training software, support teams can create call center training courses that agents can access right from their desks. These online lessons focus on product and service training, changes to policies or processes, and essential call center skills that agents need to know. By delivering call center training courses online, it’s easier for teams to deliver both call center training for beginners and ongoing learning to seasoned agents. Call center training software also gives agents the opportunity to revisit training content when they need the information most. This effective and efficient training method also frees up business resources that can be used to grow the customer base and expand operations.
How to improve call center training with software
The efficiency of a call center is vital in a very competitive economy, and successful organizations understand the need for customer communication. An effective call center agent training program can convince the customer to buy their services through practical persuasion skills. Call center training solutions offer great organizational skills that can keep track of customer requests, complaints, and other issues. Your organization will be knowledgeable on how to leverage the resources to meet the needs of your clients. Well-trained call center agents reduce the costs due to increased speed as they can take more calls per hour while meeting the needs of the customers.
Build a thorough onboarding program
The best way to offer call center training solutions for your company is to have well-trained agents. You can increase the competence of your agents through well-built engaging onboarding programs. Onboarding training programs can increase job retention and improve job efficiency. Call center training software makes it easy to deliver onboarding and call center 101 training during an agent’s ramp period so they learn relevant skills and knowledge when it’s the right time. In addition to online training, consider assigning your employees a peer mentor who can help them learn how the activities of the company flow. Make sure to include transitioning training also, which allows the agents to know how to deal with real-life situations.
Deliver ongoing and continuous training
Ongoing and continuous training of agents is beneficial for your company as it helps you run your activities smoothly. Activities do not have to stop due to internal factors for your organization. This also is a chance for personal and interpersonal development, which is beneficial for company growth. You may be thinking that this may be costly as it takes up time that could otherwise be used for productive activities. But, the cost of training is worth it as there are high returns on investment, which is suitable for the company.
Create a safe space for them to practice their skills
Teaching your agents how to perform tasks is not just enough for the effective running of business activities. When your agents practice their skills, they can test their competencies and evaluate themselves on call center software. This will help the company to identify areas that may need improvement and will lead to continued development, which goes a long way in improving the skills and outcome.
When you think of preparing for a big basketball game, players typically participate in sessions revolving around scrimmaging and free-throw shooting. So, how can contact centers model this same idea of practice to improve each customer interaction? Team members must learn to role play and practice before they operate in real-time. Roleplay prepares call center agents from unseen situations and results in improved performance. Additionally, call center agents will naturally feel more comfortable as they practice and develop the necessary soft skills and confidence to excel in their role. By integrating role play into your online training, call center agents will field questions and dilemmas in real-time with ease from even the most disgruntled customers.
Track training progress
Use employee tracking call center software on a central cloud-based platform that can allocate training, tracking competition, and certification. You may use call center training software tools that can automate tracking reports. You may wish to create a training tracker excel template that shows employee performances. The call center training program template should have rows and columns that record lists of training courses, assessments, scores, and employee details.
Provide on-demand access to training
Call center solutions should also provide on-demand learning that helps you meet the needs of our employees when they need it. Your agents can learn and retain more information when they learn when they need the information. Agents also need to learn software skills and service skills that are in demand in a call center. For instance, a company may encourage the employees to learn a foreign language to meet the needs of a diverse multinational customer base. The learning should come from the agent; for example, when an agent asks a mentor to show them how to perform a particular task, this should be taken as a learning opportunity.
Features of effective call center training programs
A call center training program is essential for call center agents to hit the ground running. The service a company offers is vital to the bottom line and can either improve or diminish its branding image. Since it’s cheaper to retain loyal customers than acquire new ones, it’s important to train agents to value each and every point of customer interactions. And, because a great deal of that service takes place with your call center agents, it’s no surprise that contact center training programs are becoming more popular and important. Here are a few concepts your online program should feature.
Soft skills are crucial to call center agents success
Hard skills are essential for acquiring new customers, but if a company wants to retain them, call center agents need to develop soft skills. In LinkedIn’s 2019 Global Talents Trends report, 92% of hiring managers believe soft skills are equally or more important than hard skills. And, we believe soft skills including empathy and optimism are noteworthy for your contact center’s training program.
Empathy is the ability to feel with others and understand their perspective. We’ve all experienced customer service agents or team members who can’t understand our perspective. We become easily frustrated, and our depiction of the company’s identity changes for the worse. If your call center agents understand that your customer’s perspective is their truth and they effectively look through the lens of the customer, they’ll make more informed decisions resulting in improved performance and better customer experiences.
Contact centers and agents also need to remain optimistic. Dana Lightman, a famous optimism researcher, discovered that soft skills increase sales, improve overall productivity, and drive a higher sense of accountability. Optimism drives a healthier business and it’s contagious. If call center agents manage to stay chipper, eventually those angry customers will understand that they’re happy to help. During customer interactions, if a call center agent can remind customers they’re on the same team and remain optimistic, agent performance and customer satisfaction will also skyrocket.
Call center training best practices
What differentiates the average call center from the truly outstanding call center? Invariably it is the use of best practices from the latter and shoddy training methods of the former. Anyone looking to increase their call center efficiency, utilizing call center training best practices is the key to obtaining those superior results. There are plenty of call center training resources that provide call center training tips to establish best practices.
In the quest to achieve the best performance, some call center training details that are critical to success include:
- Management—is committed to the alignment of all employees, technology, and procedures to achieving a seamless interaction with customers and their expectations. For this managerial team, they have fully bought into the concept of ongoing education and training to meet call center goals.
- ROI is King—and all businesses rise and fall on the achievement of a reasonable return on investment. From the new phone system to the enhanced training of employees, each investment must be made with an eye towards multiplying that investment.
- Accountability—as they say, “the devil is in the details,” so ensuring that each employee is fully cognizant and responsible for their performance. A lack of accountability only encourages complacency and does little to advance the goals of your call center.
Don’t forget call center management training
Call center management should also focus on the need to continue professional development in order to achieve call center management best practices. By investing in leadership development, managers can signal the importance of training to the rest of the team. Leaders lead from the front, and demonstrating that they are always willing to hone training will inspire other teammates to do the same.
Call center customer service training leads to growth
Perhaps one of the biggest difficulties with running a call center is employee turnover. A tough job, it is important to remember that providing great customer service is not innate, and teaching the skills they need, through call center customer service training, is essential to training and retaining your call center staff. This means that employees are not only fully versed in the internal tools, processes, and procedures of your organization, but they also excel at demonstrating a strong background in customer service principles. Customer service sales training provides the context, which combines superior customer service with a thorough understanding of how to consistently, and compliantly, address customer concerns and expectations.
Bolstered with superior training, even the most hesitant call center rookie can excel if given the tools to succeed. Those tools include a comprehensive call center customer service training program, coupled with a management team that is committed to training their staff in all contingencies. Going to work and hitting the phones with confidence is guaranteed to deliver a more positive customer experience while simultaneously cutting down on staff attrition.
Create call center online training with Lessonly by Seismic
Customer service and call center teams use Lessonly by Seismic’s call center training software to learn new information, practice essential skills, and provide superior levels of service like never before. Are you ready to empower, elevate, and expand your support team? If so, learn more here.