I have 2 new team members starting over the next few weeks, we are a small team and this is the first time we have more than one member of staff to train. I need a more structured approach to my training method. Any ideas or personal experiences that maybe able to help me?
Outbound Training
Call Centre Helper Forum » Call Centre Management
(3 posts)
I use a structured Induction plan that covers off the basic systems and functions of the role. My call centre is a more relaxed environment with no AHT and deals with Telephone account Managment of large client bases of SME's
The most useful thing I think I have done is used curent account managers for input into the plan and as part of the training. My newbies spend 2 weeks in induction approximatley 50% of which is spent being mentored by other account managers. This mentoring and listening is interspersed with systems training and product training. This allows the newbie to see the theory in practice. Other upsides are the current team have ownership of the industion of the newbie and are engaged in his or her success, secondly the newbie is more quickly assimilated as part of the team
Systems training includes the computer systems and time in the DC and in one of the branches so that they get an appreciation of the work flows and products.
As an aside our new catalogue of Engineering and Saftey Products weights approx 900 grams and is over 700 pages of small print and photos.
Hope this helps
Posted 1 year ago
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