Shauna Geraghty of Talkdesk shares her advice and effective tips for training work-from-home (WFH) contact centre agents.
Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company.
The latest trend in at-home agent training centres around online specialized tools that offer hands-on practice with a contact centre interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.
Save valuable time, money and effort by investing in agile tools that prepare contact centre agents to meet the increasing expectations of your customers.
With the right contact centre software and access to a free online training platform, you can follow these 10 effective tips to prepare your team of WFH contact centre agents.
1. Say “Hi” to the Team
Kick off training with a video introduction from the call centre managing director, department heads and agent supervisors.
Encourage them to introduce their role on the team as well as how the agents can contact them. This will help agents put a face to a name and give them a lifeline when needed.
2. Ensure Your New Agents Are Business Savvy
Your agents should have a comprehensive understanding of your business, product and call centre operations.
Also, they should have access to online information about the company culture, mission, core values and vision.
With this information, your agents will be more prepared to interact with customers in a manner that is consistent with your business strategy.
A knowledge base, powered by artificial intelligence (AI), is the perfect solution to make such information available.
3. Explain the Importance of Schedule Adherence
Most new hires don’t realize how significantly schedule adherence impacts the call centre.
Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.
It would also be helpful to give new hires information on which KPIs managers will assess, how these are tied to performance evaluations, and practical tips on how to hit their KPI benchmarks.
Doing so will prepare your new hires to be mindful of these KPIs and adjust their customer interactions accordingly.
4. Connect Top-Performing Agents to New Hires
Encourage your top-performing agents to connect with new hires and give practical tips on how to excel as a customer support professional.
This will set the bar high for newcomers and enhance their insight into how to effectively execute their job.
5. Reinforce the Idea That Every Customer Interaction Matters
A great way to enhance agent motivation to provide outstanding service is to help them understand the role they play in building customer relationships. Educate them on customer lifetime value as well as the cost of a bad interaction.
Let them know how the quality of the service they provide impacts customer conversion, retention and loyalty. Once they have this understanding, they will be more motivated to provide top-notch service.
6. Provide a Script to Successfully Handle Calls
New agents should be provided with examples of appropriate greetings, transfer techniques and how to end a conversation. Allow them to listen to recordings and also provide online scripts.
Choose recordings that will help you demonstrate a specific point (e.g. how to handle an angry customer, what to say if you don’t know the answer to their question, how to give a customer refund).
7. Remember Etiquette Is the Ticket to Great Customer Experience
When your agents have a concrete understanding of what to say and what not to say, they are better prepared to deliver a flawless customer experience (CX).
Accomplish this by providing guidelines that educate them about call centre etiquette excellence.
8. Train Your Agents to Be Results-Driven
Agents must clearly understand the role they play in achieving business goals. Their overarching goal (apart from providing amazing customer service) might be to increase sales or resolve customer issues on the first contact or as quickly as possible.
Whatever the goal, agents should know it and know how to achieve it.
9. Constantly Monitor, Evaluate and Give Feedback on Agent Progress
Consistently monitor agent performance and provide them with timely feedback. New hires should know exactly what is and what is not working so they can adjust their approach accordingly.
Keep your eye out for learning or knowledge gaps and do your best to adjust your training approach to fill them.
10. Treat Training as a Never-Ending Process
Make sure your agents keep their performance high by continually providing refresher courses, training on new products or software and training to enhance their professional development.
Know Before You Go
As expectations for exceptional service increase, call centre managers and executives must provide agents with the appropriate training tools to effectively meet their customer’s needs.
Following these ten tips will enhance your training curriculum so your contact centre agents can provide great CX.
This blog post has been re-published by kind permission of Talkdesk – View the original post
To find out more about Talkdesk, visit their website.
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.