Consumer choice in every single industry is at an all-time high, which means customer experiences are now where business is won and lost for brands.
Recent Salesforce data proves this, indicating 80% of customers say the experience a company provides is as important as its products and services. Meanwhile, 88% of people in the same study said they are more likely to make repeat purchases from brands with good customer service.
This makes it even more crucial for call center agents to represent the brands they work for at the highest level, by upholding the brand’s values, and patiently resolving customer issues, while striving to maintain a positive customer relationship.
Whether they work at a large business process outsourcing (BPO) provider, a smaller contact center, or as an in-house representative employed directly by a brand, the pressure on call center agents can be intense. That is because they are often the first line of defense for customer problems and complaints.
But no matter the size, there’s a secret weapon that’s well within the control of any company: proper agent training.
Modernize Agent Training Solutions
Remote work has become firmly established in the contact center spectrum four years after the COVID-19 pandemic made it a necessity to ensure sufficient quality staffing to serve demanding customers.
Repeated studies show that employees, like contact center agents, prefer to work from home (WFH) while companies are seeing the real estate savings, productivity gain, and business continuity benefits: the next disaster can happen in an instant.
But training agents remotely requires different strategies than training on-site agents, yet proper training is equally crucial for both types of workers.
...it [is] even more crucial for call center agents to represent the brands they work for at the highest level...
Engaging WFH agents requires constant communication from coaches. It relies heavily on software for monitoring output and recording conversations for reflection and coaching with supervisors following calls.
For example, leveraging call whispering software is a must, which enables coaches to monitor conversations and guide agents toward a proper resolution.
Even if agents will be exclusively working remotely, consider bringing them to the call center for nesting. Trainers and coaches would then be available in-person to provide real-time support as agents start engaging with customers.
This type of real-time support is arguably the biggest advantage when training in-house agents versus remote ones. So, if possible, create opportunities for all agents to do this portion of their training in person.
Helping On-Site Coaching
For agents on-site, one traditional training approach is through the use of quick disconnect (QD) headsets, which allow coaches to manually plug in to agents’ active calls, and listen, or take over the calls. Coaches must then manually disconnect from the calls before returning to their own workspaces, or moving to the next agents that need assistance.
There are now more modern solutions available that enable coaches to wirelessly connect to agents’ headsets and listen to, or take over, customer calls. This connection takes mere seconds and is achieved with just the press of a button. It may also preserve the lifespan of the equipment, as connectivity is more seamless, eliminating overuse of common headset stress points.
...providing proper ongoing training to coaches is a strategy for long-term success...
These new solutions allow coaches to listen to conversations without being heard, or take over the calls, while still allowing the agents to listen, and learn, from the interactions. Coaches can then move seamlessly to the next agents needing assistance, repeating the same simple process to connect and disconnect to the next agents.
Another benefit to these more modern wireless training solutions is the ability to incorporate noise cancellation technology, a feature the traditional analog QD headsets cannot support. It delivers better quality for customer calls, allowing coaches to more effectively train agents.
Coaches Need Training Too
Managers, trainers, and coaches are often promoted because they have demonstrated exceptional skill sets as individual contributors. Yet that doesn’t mean they know how to lead, train, or manage.
As reported in the Forbes article, “Why Most New Managers Fail And How To Prevent It” by William Arruda, 60% of new managers fail within the first 24 months in their new role.
This has drastic consequences for any company, as their direct reports perform worse and they themselves are much more likely to leave your company.
It’s often wrongly assumed that when someone is ready for a promotion, they are ready to lead. And as such, providing proper ongoing training to coaches is a strategy for long-term success of both that individual and the team they are leading.
The single most effective thing any manager, coach, or trainer can do is intrinsically motivate people.
This is achieved by creating a positive work environment, setting clear goals, and understanding each employee’s individual strengths, weaknesses, and learning styles.
In call center agent training, it is especially crucial that coaches not only teach agents what to do, but they must be able to provide personalized feedback to each agent.
Consider courses for newly promoted coaches on how to give constructive feedback. Prepare them for the psychological aspect of training new people, including teaching them how to manage difficult agents, how to properly deal with work confrontation, as well as how to motivate agents.
Just because they were great at dealing with irate customers as an agent, doesn’t mean they will automatically be able to apply those skills in a different environment. But with the right training, chances are that they will be successful in their new role.
Conclusion
The key is to remember that everyone can benefit from ongoing training, no matter what role they are in.
No matter where agents are located, training is never easy, but setting them up for success doesn’t have to be a challenge.
Focus on keeping agents happy, comfortable, and well-informed about how to most effectively do their job. With just a little planning, training new agents can quickly become the biggest competitive advantage for both your company and your clients.