What is call center training software?
Call center training software helps companies create, manage, and deliver training to agents and other customer-facing employees so they are prepared to provide exceptional customer care. This software enables trainers to create call center training courses that agents can access right from their desks. These online lessons focus on:
- Company-specific knowledge
- Products and services
- Technical information
- Policies and processes to follow
- Customer service skills
The evolution of call centers and the impact on training
Customer service has quickly become a competitive advantage and proven driver of long-term growth for organizations. However, the rapid pace of business, paired with evolving customer preferences, means that companies need to enable agents to deliver outstanding service time and time again. Let’s take a look at how the call center industry is evolving and how it impacts agent training.
New service channels and customer preferences
More customers are turning to self-service channels for simple, transactional interactions like checking an account balance or the status of an order. When it’s time for a customer to reach out to an agent, it’s likely because they can’t find the answer or solution through self-service. Therefore, these interactions tend to be more complex, unique, and unpredictable.
To adapt to new service channels and customer needs, call centers need to provide agents with training opportunities that prepare them to handle and solve detailed interactions. Additionally, agents need to be equipped with a wide range of customer service skills to handle interactions across multiple support channels like chat, email, and phone.
Dispersed workforce
More call centers have also embraced a remote or hybrid work model in the post-pandemic world. In fact, a 2021 study showed that more than 87% of agents work from home compared to only 19% in 2019. Studies also predict that anywhere from 60-80% of agents will continue working from home long-term.
The days of relying on in-person, instructor-led training sessions are a thing of the past. Now, leaders need to find a scalable and efficient way to provide training programs for call center employees who are located in different cities, states, and countries
Agent turnover and decreased engagement
On average, call centers experienced an average attrition rate of 42% in 2021. In addition to this retention challenge, 31% of agents said they are disengaged with their role and actively looking for new jobs. Of those surveyed, the lack of employee training and development opportunities were the top reasons why call center agents are disengaged and looking for new roles.
If call centers want to improve agent retention and engagement, they need to give agents access to the ongoing training they want. This will not only provide crucial upskilling, but also provide agents with a clear career growth path.
