As we often say, call centre work is hard work. This is why, if we’re being honest, most call centre businesses have tough times retaining their employees. A job as a phone agent – one that entails being on the phone for the majority of the day – isn’t for everyone. This is why strong recruitment processes and training practices are of paramount importance to call centres.
Here are three tips for training your new call centre employees:
Our friends over at Hire Value Inc. regularly champion the act of promoting your company culture. They believe that placing emphasis how great it is to work for your company is a top way to attract new talent. This is achieved by making your current employees extremely happy. To continue to foster and grow your company culture, it’s vital to hire new employees who will mesh well with those who already work for you.
“Your new hires should have a comprehensive understanding of your business, product and call center operations,” writes Shauna Geraghty on Talkdesk.com, “They should also be provided information about company culture, mission, core values and vision and understand their role in achieving business goals. With this understanding, your agents will be more prepared to interact with customers in a manner that is consistent with your business values.”
Forgive us for stating the obvious: no two people are alike. And because of that, no two training programs should be alike. Remember that everyone learns differently. So, in order to truly have a strong training program in place for your call centre employees, it’s important to target the different strengths and weaknesses of everyone you train. Assessing the “gaps” of each employee is an important way to make improvements in performance.
On CallCentreHelper.com, Paul Wood of Silver Lining Solutions Ltd. advises trainers to personalize the training to meet the needs of each trainee. “Often training follows the ‘sheep dip’ approach where, regardless of knowledge levels or experience, everyone completes the same course,” he explains, “By assessing current knowledge levels you can target training to each person’s ‘gap’. This ensures that the training is relevant to the trainee, and ensures that the trainees are more engaged.”
Get your new call centre employees assimilated with their new jobs by demonstrating exactly how the job is done. By playing recordings of calls that showcase excellent customer service skills and sales acumen, you’ll offer your trainees great examples of what is expected of them.
“One of the best ways for call center agents to learn how to interact with customers is to hear recordings from previous calls,” says Geraghty, “Choose recordings that will help you demonstrate a specific point (i.e., how to handle an angry customer, what to say if you don’t know the answer to their question, how to give a customer refund, etc.).”
At MeloTel, we’d argue that, in addition to call recordings, live calls are the best ways to show your new hires how to do their jobs well. With the very-easy-to-setup Telephone Training Adapter Y Splitter + Mute Button, live call monitoring for training purposes has been made easier than ever!
For just $49.99, which includes shipping and handling and a one year warranty, the Telephone Training Adapter Y Splitter + Mute Button can be yours. Place your order by calling 1-888-MELOTEL or using the Live Chat feature on our website!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"