Call Center Customer Service Training

Call Center Customer Service Training

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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.

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REFERENCE: CARTOON # 76