Comments on: 44 call centre training tips

By: Joanna Jones

Joanna Jones — Thu, 16 Jun 2011 17:55:14 +0000

Thanks for the article. You bring up a great point about screening and analyzing both the trainers and and methodology. Training — effective call center training, is a process that requires an attention to learning styles and follow-up reinforcement. However, the investment is well-worth it when you see your customer satisfaction rates increase and gain loyal customers.

By: Carolyn Blunt

Carolyn Blunt — Sun, 22 Nov 2009 22:22:20 +0000

A great list! Another tip for trainers is to role model the energy you want from your group. Positive, enthusiastic trainers get better results than fed-up, boring ones!

By: Richard McKenzie-Small

Richard McKenzie-Small — Fri, 20 Nov 2009 14:52:52 +0000

Really interesting and very thorough.

The only thing I have seen recently that isn’t on this list is to get actual customers to come in and contribute to a training session. The fact that customers are willing to take the time to do this is a good indication in itself but real customers really grab the attention of the advisors and team leaders!

By: Chrissie Lester

Chrissie Lester — Fri, 20 Nov 2009 10:17:44 +0000

We are a training team of 3 here at a Local Government Contact Centre. Once trained our advisors will either go onto our training bank for support (anything up to 5 days depending on the area they have beeen trained in) or join their teams with support from their Senior Advisor and Team Leader. Support is ongoing with coaching and regular training needs analysis. We have learnt the lesson that the trainer’s job does not end at the end of the course!

By: Philly Hewlett

Philly Hewlett — Thu, 19 Nov 2009 14:10:01 +0000

A work shadow visit is part of our recruitment process for our call operatives. They are issued with a questionnaire at the start of their visit. This is used as part of the interview process.

Doing this provides 2 main benefits; some will deselect deciding it’s not for them, it provides the introductory questions base at face to face interview. It gives a real insight into our world, the calls, and shift working.

By: Mark Grierson

Mark Grierson — Thu, 19 Nov 2009 12:44:24 +0000

A very comprehensive and useful set of training essentials, and indeed food for thought, I particularly like Point 41 about getting staff to learn prior to the induction, I would appreciate anybody elses views or examples of how this works, or how it is fitted in to the recruitment process.
An excellent item and very useful.

By: Kate Nasser, The People-Skills Coach

Kate Nasser, The People-Skills Coach — Thu, 19 Nov 2009 02:47:34 +0000

Excellent list of customer service training essentials and some new perspectives that advance service and training. I really liked tip #3 — bring in real world advice.
Call centres and customer service departments thrive on knowing how to handle real-world calls in an authentic (non-scripted) manner. It sets them apart from the ordinary centre.
Bravo and thanks for posting this. I will RT this URL on Twitter so many in service will access it and learn from it.
Kate Nasser, The People-Skills Coach