![]() ![]() When asked what drives a great service interaction, 62% of respondents say it comes down to how knowledgeable the agent is. (By the way – in the three years after adopting this approach their revenue increased by more than 300%.) The crucial element to this? Letting agents prioritize customer outcomes rather than speedy calls. ![]() The company upgraded its customer service by launching a training program to help workers understand and anticipate needs rather than take specific actions. This is something that LUX Resorts decided to focus on. Instead, teach agents the ideas behind the scripts so they are better equipped to help in a variety of situations. But relying on these set answers too much can be limiting. Scripts help agents provide great customer service. It’s worth doing a mix of face-to-face sessions and genuine ‘over the phone’ sessions for practice that feels more like the real thing. You can arrange for new agents to practice with their more experienced colleagues using typical scenarios.Įxperienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! Simulated calls are a practical and low-risk way for new agents to practice. (Speaking from experience, there’s nothing worse than telling a customer you’re going to transfer them and then forgetting how to!) This is the stuff that new starters need to be drilled on until it’s second nature. Phone skills like bridging or transferring a call.How to check a customer’s needs are met before hanging up.What to say to callers before putting them on hold.It’s tempting to jump straight into the intricacies of dealing with complex customer needs.īut if new hires haven’t worked in a contact center before, they may be missing some skills that experienced workers take for granted. “Preboarding is all about getting someone engaged and excited about being here, prior to their actually showing up for their first day.”Īimee George Leary, Director of learning and development at Booz Allen #2 Don’t skip the basics It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy.Ĭreating a program like this is very easy and will give staff a head start, reducing the amount of time it takes to get them up to speed. This company has a ‘preboarding’ course for all employees. Case study: Booz AllenĪ good example is the consulting firm Booz Allen. This initial training doesn’t have to be complex it can focus more on your business and company than specifics of the role. When this is the case, make training materials available right away so new hires can familiarize themselves with the role. There’s often a lag between agents being hired and actually starting work. 13 Call Center Training Tips #1 Start training early Here are 13 tips to give your call center training program a boost. To be fully effective, agents need your support implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Call center agents are an essential part of your customer experience and brand.īut they can’t delight customers without your help. ![]()
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