Call Center Customer Service Training

Call Center Customer Service Training

GO TO CARTOON CATEGORIES

Are You a Copyright Criminal?   

10 Copyright Myths Explained   

U.S. Government Copyright Office Website

Email the Artist

Personal use of call center cartoons is free

Call Center Customer Service Training

Training is a function that is often considered a waste of time, effort and money in call center operations.  The reasoning behind looking at training in such a negative light is the fact that it may be viewed as not  "producing" anything in the short term.  Instead, training takes away resources and it's difficult to link to a positive ROI.

The reality is that training, whether through New hire or Continued Education classes, has a great impact on the well being of any call center operation.  First, training allows new reps to get up to speed regarding the job they will be performing.  Even if the training is short, it will provide a valuable base from which the employee can build upon.  Second, training serves as a a way to correct undesirable behaviors and reinforce positive ones.

Although it is true that training can sometimes take reps away from the phone during times when they are needed the most, it does allow the same reps to be much more effective upon their return to the floor.  For anyone who has spent a sizable amount of time in a call center, it is obvious that there is rarely a good time to take reps off the phone.  The best WFM can do is find the "least worse time" to allow reps to go to training.

The length of training really depends on the complexity of the calls that reps will be handling; however, some reasonable assumptions must be made regarding the amount of information given to the reps and the rate of absorption that a "normal" person has.  Continued education classes, for example, can be fairly short if they are refreshers or continuations from previous classes.  Conversely, New Hire classes must be long enough to allow someone off the street to be familiar with the products, services and procedures that exist in the company.  Pushing new reps too quickly through training will likely give them them wrong impression about the call center and will likely result in their failure as reps.

More Cartoons - Visit our various cartoon categories.

Call center  Books

Choose from a variety of industry related books to help you keep up with  call center trends.

Search Jobs & Resumes

NOTE - You may use the cartoons on this site free of charge as long as they are for personal use.  Free cartoons may not be reproduced or distributed in any way. 

TOPICS

Advanced Call Center Software

Answering Services

Auto Attendant Call Routing

Auto dialer Software

Auto Dialers

Automatic Call Distribution

Business Phone Systems

Outsourcing

Call Distribution

Call Recording

Computer Telephony Integration

Contact Center Software Solutions

Contact Management Software

CRM Software Solutions

CRM Solution

CTI Software

CTI Telephony Solutions

Customer Contact Center Solutions

Customer Contact Center Technology

Customer Relationship Management

Customer Survey Software

Direct Marketing Software

Direct Response Marketing

Interactive Voice Response

IVR Outsourcing

IVR Service

Phone Survey Software

Predictive Dialer Software

Predictive Dialers

Telecommuting Software

Telemarketing Autodialed

Telemarketing From Home

Telemarketing Software

Telephony Phone Software

Telephony Software

Virtual Call Centers

Virtual PBX Phone System

Voice Broadcasting Service

Voice Messaging

Work At Home

WFM

Telemarketing

Work From Home Call Center

REFERENCE: CARTOON # 76