It seems every call center talks about training, but no one does a thing about it. It’s time to stop wishing for more education and better instructional outcomes. Instead, move forward and make training happen in your call center with a comprehensive call center training course from Call Center Sales Pro. Consider training your call center and telephone answering service staff in these areas:

Agent Onboarding

Welcoming new agents to your call center is too often a hit-or-miss proposition. Yet an employee’s first impression of the call center sets the tone for the rest of that agent’s experience. Don’t leave this to chance. The most critical role of a training department is to help each new hire confirm he or she has made the right decision in joining the company. The third element of the onboarding process is the initial agent training.

We’re talking about training for the training department, and the team at Call Center Sales Pro is expert at training your trainers.

Agent Development

Call center agents, your public-facing staff, are key to your call center’s success. Successful agent development starts on their first day of employment and continues every day after that. This begins with their initial telephone answering service training, continues with ongoing instruction, and moves into possible promotion and a realistic career path. You must consider all three.

Begin with basic agent training to get them started and then add ongoing training to make them successful. They need instruction in equipment, apps, and technical skills, along with soft skills such as customer service, conflict resolution, and defusing emotional situations. We have a call centre training course that will give your agents the education they need to become great at their jobs.

Outsource Call Center Agent Considerations

If you’re an outsource call center, agent training is much more involved than it is for a corporate call center because agents must switch between numerous call types for various types of clients. Therefore, training for outsource agents demands a more complex solution – one that requires a fair amount of expertise.

Call Center Sales Pro can provide your outsource call center with this advanced training needed to ensure the success of your agents.

Customer Service Call Center Trainer

Call center staffs desire to provide excellent customer service to callers, customers, and clients. A lack of training can hold them back. Yet, advanced customer service training is nonexistent at many call centers.

As a result people often receive promotions into key customer service roles without the instruction needed to do a good job.

Relevant training is the solution. As experts in customer service call center training, let Call Center Sales Pro provide the crucial customer service training your staff deserves.

Supervisor Instruction

Supervisor training is lacking at most call centers. It often amounts to little more than “go sit by that person.” While job shadowing has its place, observation should be an ancillary support tool and not a primary education strategy. Supervisors need training on how to manage people, adjust schedules, understand agent stats, conduct coaching sessions, and resolve staff conflicts.

Smaller operations can conduct supervisor training one-on-one. Larger operations warrant classroom instruction. This should mirror all of the paradigms of agent training, only with different content. Call Center Sales Pro can help you with both one-on-one training and classroom style supervisor instruction.

Human Resource Education

While human resources take on many aspects relevant to hiring staff and overseeing their employment, a key element is interviewing skills. Do your interviewers know which questions they should ask applicants? More importantly, do they know which questions they must avoid? A quick path to a discrimination lawsuit is asking an illegal question during an employment interview.

Beyond interviewing, human resource staff are also involved in leading disciplinary meetings, developing employee action plans, writing job descriptions, and conducting performance appraisals, which can include both gathering information and meeting with agents.

Human resource staff need training in all these areas if they are to succeed. Let Call Center Sales Pro provide your HR department with the essential training it requires in order to ensure success and avoid costly litigation.

Quality Assurance Coaching

Every call center claims quality is their number one goal, but do they actually back up this lofty platitude with practical processes? Quality assurance (QA) involves recording, listening to, and evaluating phone calls. The focus shouldn’t be on the number of QA reports but on the scope of actionable content from the evaluations.

A key issue in QA is consistency. Will two quality assurance specialists rate a call the same way? Without intentional training, a wide variation of opinions can result over the quality of any particular call. Therefore, QA staff need ongoing telephone answering service training and performance reviews to ensure consistency.

Let Call Center Sales Pro teach your staff the ideal methodology to facilitate QA processes and optimize QA outcomes. (Alternatively, you can hire Call Center Sales Pro to do your quality assurance evaluations for you: consistent and on time, every time.)

Leadership Training

Most call center positions are filled by former agents. However, without adequate leadership training, a great agent will seldom find success in advanced positions.

If you want to enable your agents to develop a career path, ask these questions: What positions can they move into within your call center? What training will they need in order to function effectively in their new position? Outside of your call center operation, what other positions can they advance into within your organization? Consider sales, marketing, accounting, human resources, technical, and mid-level management.

Each of these requires advanced leadership telephone answering service training, which Call Center Sales Pro can provide.

Failing to provide this needed education will cause your best people to leave your company and join other organizations that provide advancement opportunities and the training support needed to achieve success. Don’t lose your best staff over a failure to provide the required training to help them advance in their careers.

HIPAA Compliance for Medical and More

HIPAA, the Health Insurance Portability and Accountability Act, applies directly to healthcare call centers with ramifications for all call centers. HIPAA requires healthcare call centers to keep personal health information private, both when stored and when moved. There are fines, as well as public embarrassment, for database breaches and employee disclosures of private healthcare information.

Is your operation doing all that is required to protect the personal health information of callers and to maintain compliance? Don’t leave this to chance. The risks, to your organization’s financial wellbeing and reputation are just too great.

Even if your call center doesn’t directly serve the healthcare industry, many of the practical implementations of HIPAA regulations have worked their way into other industries, such as finance and banking. Plus these principals of HIPAA have emerged as best practices across most industries. Don’t be left behind. Learn and implement HIPAA-inspired processes in your call center. It starts with HIPAA training provided by Call Center Sales Pro.

Conclusion

Most every call center can do better in meeting the training needs of its staff. This isn’t the fault of your trainers or training managers but rather the result of too much to do and too many topics to cover. Make this year be your best year ever as you move your training dreams from hope to reality.

Contact Call Center Sales Pro today to learn how our call center training course can help your call center become all that it can be.