10 Proven Training Methods To Improve Your Call Center’s Performance

The training you provide to employees prepares them for what’s to come in the workplace. Rather than put people outside their comfort zones by asking them to perform tasks they know nothing about or complete requests they haven’t been introduced to, you ease them into a position of leadership by giving them the skills they need to be successful. You essentially provide tools that make the workplace better.

The call center industry has a ton of specific tools and best practices. Call time, volume, interaction and so forth are important metrics. However, it is a good idea to “go back to the basics” so to speak.

Here are ten proven training methods for better employee performance:

1. Regular Training Sessions

Hold regular meetings with onsite employees to keep them in the loop on new policies and procedures, safety programs, software and hardware, etc. Provide paid customized training using various types of training methods to offer opportunities for employees outside the workplace as well.  Send them to conventions, classes, and workshops. Traditional training sessions give employees the opportunity to see, hear, and participate in activities that help the workplace.

2. Video Conferencing

Telecommuting changed the way employees work by giving them the opportunity to work from the comfort of their own homes. Video conferencing takes the place of traditional meetings. It gives employees from all over the globe the opportunity to work together easily. Rather than require travel, lodging, and transportation, men and women from different cities, states, and countries access an application such as Blue Jeans from their computer or mobile device to attend training sessions and conferences.

3. Storytelling

Who doesn’t like a good story? Using real examples, companies identify potential problems and allow employees to come to their own conclusions on how to solve issues quickly and effectively. Test critical thinking skills and encourage discussion by hosting this type of training session.

4. Automated Workforce Performance Measurement

This software monitors an employee’s workplace performance by identifying time wasters. Set up in marketing dashboard fashion, companies see exactly how much work is getting done on a daily basis and by whom. This allows them to reward or train the individual further.

5. Workplace Incentives

Interested in a reward for a job well done? Very few people argue with the logic of workplace incentives. Small gifts and public praise motivate employees to work smarter not harder. Incentives create a positive atmosphere, increase productivity, and discourage absenteeism.  Employees like to feel good about what they do. A recognition programs helps employers meet goals by giving workers guidelines to follow in order to reap the benefits offered for performance.

6. Online Training Tools

Software such as WalkMe serves as a valuable training tool. It gives employees specific instructions on how to efficiently complete tasks and meet customer needs. Accessing online training tools is easy. Many are mobile-friendly and available 24/7 to meet the needs of employees on-the-go.

7. Shadowing

Rather than spending valuable time in a classroom, employees learn the ropes by working side-by-side with another employee. This individual provides a hands-on training experience by showing the new employee how to do things by insisting that they try the task themselves.  Shadowing is an old-fashioned, but effective way to train.

8. Small Group Discussions

Trainers place participants in groups. They give them case studies to go over.  Each group comes to a conclusion and shares their opinions with others in the training session. Coming up with a mutual solution is easy when cases are evaluated closely.

9. Role-playing

Employees act out possible scenarios in front of others. They learn how to handle situations quickly and effectively. Role-playing is ideal for customer service and supervisory positions.

10. Demonstrations

Tools and equipment make training easier. A seasoned employee demonstrates how to use a tool or complete a task. That person calls on another employee to share what they learned. He or she then walks through each step of the procedure as part of the review process.

Well-trained employees take pride in what they do. They display confidence in every task and ask for help when they’re unsure of job requirements. They’re absent less, better leaders, and next in line for promotions.

Having a well-trained workforce increases productivity, discourages time theft, and gives your customers and clients a better idea of your company’s plans for the future. Also remember to reward your employees, get them off the floor every once in a while. One of my best memories is when my workplace rented a luxury mini bus and took us bowling. Not that big of a deal to the company, but had an indirect effect on productivity. Do your part to make sure your employees get the training they need. You won’t regret your decision. In fact, it’s the best investment of time and resources you’ve made all year!

Guest Blogger: Lindsey Patterson

Lindsey is a freelance writer who specializes in technology and the latest social trends, specifically involving social media.

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• Gamification in the Contact Center
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