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9 call center training tips for building an exceptional team of agents


Article Summary:Here are 9 key tips for developing a highly-skilled team through comprehensive training programs.

Building a top-performing team of call center agents requires extensive training and development. With the right training strategies in place, your agents will be well-equipped to provide exceptional customer service that enhances the client and brand experience. Here are 9 key tips for developing a highly-skilled team through comprehensive training programs.

  1. Develop thorough onboarding training. New hires need intensive onboarding to learn all policies, procedures, products and services. Thorough onboarding sets the foundation for success and helps retain new talent. Include classroom and hands-on training, as well as opportunities to shadow experienced agents.
  2. Focus on soft skills. In addition to technical skills, agents need training in soft skills like communication, empathy, problem-solving, and time management. Soft skills have a huge impact on customer satisfaction. Incorporate role-playing exercises to practice soft skills in realistic scenarios.
  3. Provide ongoing skills development. Training shouldn't end after onboarding. Offer continuing education on a regular basis to keep agents learning and engaged. Revisit existing topics and introduce new skills as needed. Monthly training sessions keep agents progressing in their roles.
  4. Utilize multiple learning styles. People learn differently, so incorporate a variety of training methods. Combine instructor-led sessions, e-learning modules, virtual trainings, and hands-on practice. Offer resources that appeal to visual, auditory, reading/writing, and kinesthetic learners.
  5. Measure training effectiveness. To ensure training is achieving desired outcomes, administer assessments before and after each session. Track metrics like call quality scores, customer satisfaction, and agent performance to gauge program success. Use data to refine future trainings.
  6. Encourage peer-to-peer learning. Experienced agents can mentor newer hires and share best practices. Foster collaboration through group projects, discussion forums, and training led by top-performing peers. This builds camaraderie and reinforces learning.
  7. Simulate real call scenarios. Role-playing and simulated calls in a low-pressure environment are invaluable for building agent confidence and skills. Record mock calls for later review together. Simulations closely resemble real work and boost preparedness.
  8. Provide constructive feedback. Ongoing coaching and feedback, both positive and constructive, are crucial for agent growth. Observe agents on calls and review call recordings to identify strengths and areas for improvement. Guide agents through action plans for professional development.
  9. Recognize high performers. Celebrate top agents and use their success stories as training examples. Publicly acknowledging stellar work keeps all agents motivated to deliver exceptional customer service. Recognition also boosts morale and retention.

A comprehensive training program incorporating these strategies empowers call center agents to efficiently handle customer needs with empathy, expertise and care. Prioritizing training leads to highly-skilled teams that enhance both the customer experience and business results.

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The article is original by Udesk, and when reprinted, the source must be indicated:

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