9 Steps to Call Center Training

Recording mode of the appeal is, in my opinion, one of the best methods to calls for supervision of staff and ensure the quality of the phone. Here is a plan calls for 9 steps to effective training of agents and call centers:
1. Randomly record telephone calls for 2-3. Important opportunity to register. Do not save three calls back to back or on the same day and your employee can have a bad day, which may be reflected in all the calls for this afternoon, but not necessarily a reflection of the performance model.

2. Review of the calls and the strengths and opportunities of correspondence. Before meeting with your employees, and listen to the calls and note what they did well and identify opportunities to improve performance 1-2.

3. Play the tape and leave your employee to listen. During playback of the tape, do not need to be answered.

4. Ask your employee to meet the band. After I played the tape, ask your employee to respond. And most of the staff will be also self-criticism. And your employee are likely to notice many opportunities to improve and difficulty in expressing what they have done well.

5. Coach of the call. Use the "sandwich" approach. Tell you what is the employee / Well done, followed by constructive feedback, and end with positive feedback. Provide constructive feedback, in the same room for improvement. He noted the employee is likely, and said that prospects for improvement of several so it is not necessary to make the attempt once again to remind one thin g the employee did not raise and provide constructive feedback.

6. Obtain a commitment to improve performance. Ask the employee, "What specific measures do you take during the next 5 days for improvement in this area?" Write what states and frequency of staff. Summarize the session by reminding the force and provide a vote of confidence that they can improve in the area that have been identified.

7. Repeat the steps from 2-6 with the second year and possibly third if necessary. The point of saving many, is that the employee may respond to a defense stating that it was just a "bad" call. If this is the answer, and you can choose to look at the second or third division.

8. Then before the training session and the next agent. Check with your employee in between training sessions to maintain the high commitment of the mind. You can touch base with employee e-mail or personal conversation.

9. Discuss improvements in the training session ahead. Before listening to the calls of the course the next, and ask your employees how to move toward the goal of the last session. Improve research on the calls that were reviewed in this session.

This call center 9 - Under-step training model is simple, clear and he pays tribute to two of the staff and provide support for opportunities for improvement.

When you follow this process in 9 steps, and will set clear expectations for performance, coach effectively and continuously, at the same time, you will motivate your employees.