In any profession, training is of the utmost importance. But it is especially important for call center representatives. Here at TeleRep, we take pride in training our representatives to speak with authority on the product or service our clients provide in a brief period of time. No one picks up a phone call until we know for sure that they’re ready. Today, we’d like to share some of the tips for effective call center training that we’ve picked up on over the years.
Training call center representatives isn’t easy. Here are some techniques we follow.
Study Up
Like many other jobs, becoming a call center representative will begin with some serious studying. Before representing our clients, our reps have to ‘hit the books’ and learn everything about their new clients. They need to learn the ins and outs of your company’s culture, product, mission, and vision.
To this end, they won’t just scour your website, promotional videos, and the materials you’ve provided us with. They will communicate with you—the client. The goal of this educational period is to learn as much about your business as possible, so that they can speak with authority when they pick up their first phone call.
Shadowing
When learning any new skill, one of the best ways to get the knowledge you need is by observing how the pros do it. For this reason, we have all of our new call center representatives ‘shadow’ some of our more seasoned veterans. Another technique we might use is showing them recordings that prove a point we are trying to get across.
During the shadowing process, new reps will spend some time observing and taking notes on how TeleRep’s experienced workers get the job done right.
Practicing
You could read a thousand books about cooking, and still not be able to cook. Reading alone does not a chef make. The key to developing any new skill is practice, practice, practice. You’ve learned this lesson both in your hobbies and in your professional life.
This holds true when working in a call center, too. When possible, our new workers should get some ‘real-life’ practice before even picking up their first phone call. One of the best ways to do this is by role-playing. If we partner them up with a more experienced worker, they can put our new hires in challenging experiences that they might have been through themselves when on the job.
Call center training isn’t easy. There is no substitute for years of experience in the profession. But by following these techniques, we can build confidence that our new hires have the skills they need to pick up the phone.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.