Among other elements, call center improvements include agent training. Training programs guide agents and managers to deliver outstanding customer service through branded conversations that effectively convey company’s brand values.
The aim of call center training is producing satisfied employees who are confident in their job performance and understand how to meet both their company’s goals and customers’ needs.
About Call Center Training
Call center training programs require coaching leaders as well as training individual agents. Leaders learn how to optimize call center operations and motivate their staff. Managers receive encouragement on monitoring agents in order to implement consistent improvement.
Effective call center management leads to both satisfied agents and customers. Exceptional customer service requires agent training that focuses on developing emotional intelligence as well as interpersonal skills. In addition, call center agents are motivated to increase their knowledge of the services, products, and marketing goals established by their employer.
The ultimate goal of training sessions is to have a staff of call center agents who are adept at informing customers, solving problems and effectively representing their company.
Excellent interpersonal skills are the best asset for call center agents. The foundation of good interpersonal communication is listening. Listening skills refer to the ability to attentively listen and correctly process the information received. When agents are actively listening to their customers’ needs, they are better able to utilize other aspects of good conversation for an engaging two-way dialogue.
Call center agents need to have highly developed communication skills. Verbal communication means using words for effective communication while maintaining the correct tone and manner in consistent, professional language and behavior. Without verbal competence, agents cannot connect with their customers.
Extensive agent training involves practicing negotiation skills. These skills require the ability to discuss different options and seek mutual agreements professionally. On the other hand, problem solving includes analyzing various options to reach a solution that resolves the customer’s dilemma.
Effective call center training results in agents that are better able to understand their customers. This understanding allows them to develop more positive customer relationships by offering the customers useful information, handling resistance and closing interactions in a manner that can lead to further dialogue. Agents who have undergone training are also able to evaluate their own skills in customer interactions and acknowledge constructive advice.
Emotional intelligence is a trait that can be trained and improved upon. The ability to manage emotional situations is particularly important in call and contact centers.
Understanding the other person’s motivations helps agents to develop better professional relationships. In addition, it increases personal effectiveness in all areas of life. Better self-management and improved thinking skills allow agents to control their own emotions and alleviate stress.
Emotional intelligence training promotes leadership skills, giving call center managers the tools to better understand and motivate their employees toward objectives.
In general, emotional intelligence means recognizing and managing feelings and emotions. In order to achieve this, call center agents should be trained in several areas including self-awareness, motivation, self-regulation, empathy and social skills.
Self-aware agents understand what drives their needs and emotions. In addition, they are able to recognize their strengths and weaknesses.
Motivation refers to the enthusiasm and passion that agents feel toward their work. To be motivated, agents must better understand the importance of their role within the entire organization.
Call center agents may at times feel overwhelmed by negative emotions such as impatience, anger or frustration. Self-regulation allows them to successfully manage these emotions and react in a positive manner.
The foundation of exceptional customer service is empathy. Understanding the emotions of customers enables agents to get the customers into a state of negotiation rather than dissatisfaction. Similarly, social skills are essential to improving customer relationships through conflict management tools.
Customer Service Training
The primary goal of call center staff is delivering excellent customer service. Customer service training programs give agents the communication skills they need to develop confidence and satisfaction in their work. Any customer service training program should include the following fundamental principles:
Customer Service Etiquette – moving interaction forward diplomatically while focusing on customer needs.
Questioning Techniques – tactfully collecting information on the phone, face-to-face, or through email that can help resolve the customer’s problems.
Conversational Control – engaging customers through meaningful vocabulary in furthering the conversation while remaining calm and constructive.
Delivering Negative Information – using gracious phrasing and tone of voice to elicit cooperation and make disappointments easier.
Dealing With Angry Callers – prevention of escalating tempers by keeping calm and resolving problems in a step-by-step approach.
Making an Impact – having a positive and meaningful effect on company practices and customer interactions.
The goal of agent training is to improve on interpersonal skills such as problem solving, negotiation, and both verbal and non-verbal communication. Agents also need to acquire the emotional intelligence to manage stressful situations and improve customer relationships. In general, developing interpersonal and emotional skills helps agents better understand their customers and consequently deliver excellent customer service.
Our company is committed to providing your call centers with a path to success. We train your call and contact agents through customized programs in order to convey the importance of exceptional customer service.
Our goals include familiarizing call center agents with your company’s products, services and marketing strategies to encourage branded conversation. Our training includes a series of exercises that target improvement of interpersonal skills and emotional intelligence for managing customer interactions.
We strive to help your agents put themselves in the customer’s place and understand the importance of building up good relationships. In the end, we are able to teach call center agents what exceptional customer care is and how to provide it. We firmly believe that properly trained agents are crucial in improving overall customer experience.