I would like to know how other call centre professionals train their agents to take calls. I am not looking for intellectual property or anything, just methodology. We have our agents take calls in a progressive manner, starting w/ just the greeting, then practicing logging or troubleshooting, and finally taking the whole call. They are sitting w/ a tenured agent during this process and can have them take over the call at any point. I am not sure if this is the best way to do this. It takes resources and time and you can't rely on what type of calls are coming in.
Could I get feedback from other professionals? Besides roleplaying and listening to the calls in the classroom, how do you prepare your agents to take those calls?
Thanks and good day.