Imagine you’re the coach of a high school basketball team. It’s the start of the new season, and you’re observing your team at practice. Some people are natural basketball players; they pass the ball with ease and can get it into the hoop almost every time. Yet there are also some slower, less agile people who know how to shoot hoops but have difficulty when it comes to game time. You want your team to do well this season, but you’re not sure how to get everyone to the same level of success in a short period of time.
In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.
The Benefits of Agent Training
Training can be a valuable tool for all the members of your customer experience team. For agents who are struggling to perform, training can teach them essential skills they need to become more successful at their jobs. Top performers can benefit from learning additional skills such as best practices for responding to questions on social media or tactics to assist a stressed-out caller. Studies show that training can improve the retention rates of your employees by up to 70 percent.
Contact center managers can also benefit from training sessions. A class on best practices for motivating employees or using mobile applications to manage your contact center may be just what you need to help your agents provide great customer service. Learning new skills and seeing the results of their hard work can be great confidence boosters for everyone in your contact center, in addition to helping you achieve maximum ROI.
Online and eLearning Solutions
With all the activities going on in your contact center, you may be wondering how you could possibly fit training time into your agents’ busy schedules.
Thanks to custom solutions such as eLearning (like those offered by the author’s company, Aspect), you can allow employees to complete training when and where they want, at their own pace. Some contact center managers arrange agents’ schedules so that they can complete training as a break between answering/making customer calls.
If your employees desire face-to-face interaction, instructor-led sessions or one-on-one mentoring may be a better choice for you. You can also put training resources online for agents to access anytime, anywhere.
However you choose to implement it, the results of training will benefit both your agents and your customers – so it’s well worth the resources invested.
Let’s go back to that basketball practice for a moment. You decide that your team needs some training before your first big game. While your assistant coach takes the newer players aside to go over the rules and strategy of the game, you work one-on-one with the more experienced players to show them how to improve their ball handling skills. Later on, you ask everyone to view some online videos and take notes. Thanks to the custom training you provided, your team is on track for a great season.
Whether you’re a basketball coach or contact center supervisor, consider using training to improve your team’s knowledge and skills. With a little practice, your team will soon be achieving slam dunk success!