Things To Do During Contact Centre Training

1. Things To Do During Contact Centre Training Brought to you by: http://www.healthybusinessbuilder.com/

2. Things To Do During Contact Centre Training Coaching call center agents is not as easy as some people might think. It can be a time consuming, challenging and emotionally draining task for some managers. But since it is something that you cannot avoid if you want to have the best call center agents that will provide the best services and leave your customers satisfied, you have to make sure that you go through with it. If you are not in a position to do it yourself, hiring an expert in this area will be a great idea.  Contact centre training does not need to be that hard. If you plan for it appropriately, you can be able to teach your agents without experiencing the hurdles that most managers usually experience. There are a number of things you can do in order to make the call center coaching sessions worthwhile. First, you need to make sure that the sessions are kept confidential. Since no agent likes everyone to know that they are not performing optimally, you will be doing them more harm than good if you make their performance record known to everyone. When things are kept confidential, the comfort level of the agents will increase when they are being trained.  http://www.healthybusinessbuilder.com/

3. Things To Do During Contact Centre Training Apart from ensuring confidentiality during contact centre training, another thing that you can do is to sandwich positive feedback with negative feedback. In order to enhance the likelihood of the agents taking constructive criticism positively and go ahead to make the suggested changes, it will be a good idea to start the coaching session with strength or something that they have recently improved. When you do that, you will put the agents at ease and cause them to be receptive of what will come next. Also make sure that you finish the coaching on a positive note. By doing so, the agents will leave the trainer’s office motivated and very ready to make the suggested changes.  Tying performance feedback to data is also a great thing to do during contact centre training. Before you start coaching the agents, you need to make sure that you have concrete data to support the performance decrements that they have experienced in the recent past. The data will help them understand the magnitude of the problem at hand. Since they will be able to quantify the sluggishness or decrease in their performance, the training will send a clearer message. The agents will be informed of just how far off they are from their target. http://www.healthybusinessbuilder.com/

4. Things To Do During Contact Centre Training Using specific examples during contact centre training can also help a great deal. When discussing performance related issues, using examples that support your information can be great ways of helping the agents understand what you are trying to tell them. You need to point out exactly where things went wrong. Among the ways that you can use to make your feedback concrete include using call recordings and playing interactions from other agents that excel at a similar skill.  For more information on the things to do during contact centre training, visit my website here https://www.healthybusinessbuilder.com/ http://www.healthybusinessbuilder.com/

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