Comments on: How to improve your training department http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Peter Laurie http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-29894 Peter Laurie Fri, 10 Sep 2010 13:21:31 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-29894 Hello Nina I can explain how I would look at this as a process obviously the finer detail and content has to be down to you I would start with a spider brain dump mind map, get all the relevent information down on paper Then prioritise it Finally process map it on to excel add essential information around the priority areas and put it in information boxes around the process map You then have all the information you need in formation with all the important areas highlighted It should now be a relatively easy procedure to write a manual, structure or job description Hello Nina
I can explain how I would look at this as a process obviously the finer detail and content has to be down to you
I would start with a spider brain dump mind map, get all the relevent information down on paper
Then prioritise it
Finally process map it on to excel add essential information around the priority areas and put it in information boxes around the process map
You then have all the information you need in formation with all the important areas highlighted
It should now be a relatively easy procedure to write a manual, structure or job description

]]> By: Aamir http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-29647 Aamir Tue, 06 Jul 2010 08:53:57 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-29647 Hi Peter, I have got a problem, hope you will guide me how to tackle it! I work in a call center as a manager, actually I am assigned newly to this station, after joining call center I got to know that 60% of call center agents are university students which is causing an obstacle in establishing our WFM (work force management) system, agents who are students refused to comply with the schedules developed by the WFM, hence it doesn’t suits to their university timings, can you guide me what steps I have to take to minimize the percentage of students apart from new recruitments? Ideally I should not implement this auto mechanism or either to force agents to comply with the scheduling. I know you are a trainer; however I still bank on your call center experience. tnx Hi Peter,
I have got a problem, hope you will guide me how to tackle it!
I work in a call center as a manager, actually I am assigned newly to this station, after joining call center I got to know that 60% of call center agents are university students which is causing an obstacle in establishing our WFM (work force management) system, agents who are students refused to comply with the schedules developed by the WFM, hence it doesn’t suits to their university timings, can you guide me what steps I have to take to minimize the percentage of students apart from new recruitments?
Ideally I should not implement this auto mechanism or either to force agents to comply with the scheduling.
I know you are a trainer; however I still bank on your call center experience. tnx

]]> By: Nina http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-20233 Nina Thu, 18 Jun 2009 13:10:02 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-20233 Hi Peter, My company has just created a new profile known as the Customer Service Department (CSD). The dept plays the important role in the company. The dept itself is similar to the call centre but our job also consists of being an operator and assisting client who requested for our towing services. Since I am in charge of the dept, my superior requested me to do the CSD manual, CSD structure and CSD job responsibilities which I just dont know how and where to begin. Please help. Thank you. Hi Peter,
My company has just created a new profile known as the Customer Service Department (CSD). The dept plays the important role in the company. The dept itself is similar to the call centre but our job also consists of being an operator and assisting client who requested for our towing services. Since I am in charge of the dept, my superior requested me to do the CSD manual, CSD structure and CSD job responsibilities which I just dont know how and where to begin. Please help. Thank you.

]]> By: Peter Laurie http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-15524 Peter Laurie Fri, 08 May 2009 14:23:29 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-15524 Hello Uma The question is why are they low performers? if Knowledge or Skills then you have a reasonable case for using training followed up by a coaching programme to ensure the learnt principles stick. If it's Motivation or ''stinkin thinkin'' then a coaching session should be able to set out a route to get back on form!!! or otherwise if things are beyond repair. I would advise do some digging and find out what the real issue is here, challenge what you are being told to gain understanding. Hold people accountable perhaps the KPI's need some work to point out where the issues are more specfically. Introduce short interval control, this can be done by monitoring performance more regurally and immediately finding out what's caused issues. Strange way of looking at it really but it's challenges like this that make the training & development role interesting. There is lot's you can do, let me know how you get on. Regards Peter Hello Uma
The question is why are they low performers? if Knowledge or Skills then you have a reasonable case for using training followed up by a coaching programme to ensure the learnt principles stick.

If it’s Motivation or ‘’stinkin thinkin” then a coaching session should be able to set out a route to get back on form!!! or otherwise if things are beyond repair.

I would advise do some digging and find out what the real issue is here, challenge what you are being told to gain understanding. Hold people accountable perhaps the KPI’s need some work to point out where the issues are more specfically.

Introduce short interval control, this can be done by monitoring performance more regurally and immediately finding out what’s caused issues.

Strange way of looking at it really but it’s challenges like this that make the training & development role interesting. There is lot’s you can do, let me know how you get on.

Regards

Peter

]]> By: uma http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-14073 uma Thu, 23 Apr 2009 01:55:52 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-14073 We have about 18 staff who have been low performers. Thier monthly KPI is less than 50%. How can I boost their performance and what type of training can be given to them and for how many days. Would 2 days be sufficient? We have about 18 staff who have been low performers. Thier monthly KPI is less than 50%. How can I boost their performance and what type of training can be given to them and for how many days. Would 2 days be sufficient?

]]> By: Abieouseh http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-11935 Abieouseh Fri, 03 Apr 2009 12:44:53 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-11935 Hi Peter, I read your answers and i am really impressed,am a call centre supervisor and also a trainer.Presently am faced with the task of coming up with new ideas for my customer care manager,Especially one that can improve the call centre,i really dont know where to start.Please help Hi Peter,
I read your answers and i am really impressed,am a call centre supervisor and also a trainer.Presently am faced with the task of coming up with new ideas for my customer care manager,Especially one that can improve the call centre,i really dont know where to start.Please help

]]> By: Peter Laurie http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-8325 Peter Laurie Fri, 06 Feb 2009 13:42:07 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-8325 Hi Anoud Have a look at the first comment after this article,I think this will help. Peter Hi Anoud
Have a look at the first comment after this article,I think this will help.
Peter

]]> By: anoud http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-8024 anoud Sat, 31 Jan 2009 17:03:32 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-8024 I am working in call center since the past 5 years, I have promoted to handle customer service representive and operation training in call center. They asked me to write an action plan for 2009. Subject is 1) I dont know how to write an action plan. 2) I need guideance to improve training in the call center 3) I need advice on how to improve agents attitude and tone obsticals. I am working in call center since the past 5 years, I have promoted to handle customer service representive and operation training in call center. They asked me to write an action plan for 2009. Subject is
1) I dont know how to write an action plan.
2) I need guideance to improve training in the call center
3) I need advice on how to improve agents attitude and tone obsticals.

]]> By: Peter Laurie http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-7275 Peter Laurie Mon, 12 Jan 2009 16:22:06 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-7275 Hi Husain I think I would first look at the criteria you are measuring your agents against. If it is too subjective depending on the type of business you are working with this could have an adverse effect. What about ringing a selection of customers after their calls with a range of carefully selected questions. If they come back with a negative you can then challenge it to get further understanding. My prefered way would be to say something like, I see you only scored a 5 on this, what would make it an 8 or 9. This would mean that your customer would have to quantify their comments and would provide you with good considered feedback for team development. Then if there is a valid reason behind the low scores you can do something about it. Let me know how you get on Kind Regards Peter Hi Husain
I think I would first look at the criteria you are measuring your agents against. If it is too subjective depending on the type of business you are working with this could have an adverse effect.
What about ringing a selection of customers after their calls with a range of carefully selected questions.
If they come back with a negative you can then challenge it to get further understanding.
My prefered way would be to say something like, I see you only scored a 5 on this, what would make it an 8 or 9. This would mean that your customer would have to quantify their comments and would provide you with good considered feedback for team development. Then if there is a valid reason behind the low scores you can do something about it. Let me know how you get on
Kind Regards
Peter

]]> By: Husain http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm/comment-page-1#comment-7153 Husain Thu, 08 Jan 2009 19:07:14 +0000 http://www.callcentrehelper.com/how-to-improve-your-training-department-1985.htm#comment-7153 Hi Peter, I am a Team leader in a call centre and our call centre staff are surveyed within 24 hours of taking a call from a client which is used to incentivise the consultant.the survey is sent via email and asks the member/caller to rate their interaction with the consultant on a scale of 1 - 10 with being worst and 10 best.the problem we have is that certain members give a low rating despite the consultant giving off excellent service to the client - this low score cannot be appealed and ultimately has a negative impact on the incentive- how do i change the consultants pereption of these scores as the become demotivated after this Hi Peter,

I am a Team leader in a call centre and our call centre staff are surveyed within 24 hours of taking a call from a client which is used to incentivise the consultant.the survey is sent via email and asks the member/caller to rate their interaction with the consultant on a scale of 1 – 10 with being worst and 10 best.the problem we have is that certain members give a low rating despite the consultant giving off excellent service to the client – this low score cannot be appealed and ultimately has a negative impact on the incentive- how do i change the consultants pereption of these scores as the become demotivated after this

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