4 Best Practices for Call Centre Training

By Angus McDonald - 30/11/2020 8:00:00 AM

Good customer service is at the heart of your company, and you cannot afford to let it slip. Of course, there’s always room for improvement. You should be on the constant lookout for ways to improve and innovate. That being said, it won’t mean anything without quality, knowledgeable customer service reps on the job. Once you’ve selected the best candidates, proper training is everything.

The following four practices for your call centre will set the stage for excellent performance and plenty of happy customers.

1. Invest

First of all, you must look at your training process not as an obligation but as an investment. This means a solid investment of time and money.

In terms of time, training your call centre team should last more than one day. New hires should have ample time to see how things work and ask questions. Then, they should be given time to shadow a fully trained and experienced agent.

Next, you can’t be afraid to invest money in extra training opportunities. This includes anything from an online course to a weekend conference. These things only serve to better the employee and improve their skills, meaning your investment will be returned in the form of happier customers and more sales.

A 2019 LinkedIn study found that 94% of employees would stick with a company that invested in them. 75% said they would happily take a course their manager either suggested or created.

2. Educate

It’s one thing to provide adequate time to learn, but the learning won’t be productive if correct information isn’t given.

First, ensure each agent has proper and in-depth knowledge about the company and each one of your products and/or services. Few things frustrate a customer more than when the representative they’re speaking to doesn’t have the necessary knowledge.

Next, train them well on the system. Whether you have a digital library or a set of physical manuals, get them 100 percent familiarized with how to navigate and find information, should they become stumped. This significantly lowers call times and keeps customers happier.

call centre

3. Handling Calls While Training

All the classroom training and role-playing in the world won’t prepare your call centre team for everything. Even though they’re new and inexperienced, let them take real, supervised calls while in training. Someone else will be there if things go south, and every call is an immediate learning experience.

4. Review Calls

Lastly, have managers and trainers review calls periodically. Pick an assortment of positive and negative calls to use as examples of what to do and what not to do. It’s also a good idea to review calls made by new employees and offer immediate, constructive feedback.

While time investments are worthy investments, you still want things to go as smoothly as possible. One of the many benefits of a voip phone system is the ability to record, playback, and organize past calls with ease.

Excellent Training is the Key to Happy Customers

Don’t discount the importance of thorough training. You’ll reap the rewards soon enough. Keep these four crucial practices in mind, and don’t forget to set the trainers up for success, too. A quality voip phone system paired with your favourite CRM software is the best place to start.


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Tags: Customer Service, Phone Systems, voip phone, call centre