Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible. Here are seven tips for training call center agents effectively.
1. Use Customer Feedback As Training Material
Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. For example, if customers feel that their conversations with agents are taking too long or that they are being re-routed too often, it may be necessary to explore issues such as average handling time and making sure that agents are matched to the most appropriate channels or departments.
2. Offer Peer Training and Gamification
During training sessions, it can be helpful for agents to work in pairs and assess each other’s performance. In addition, top-performing agents may share their best practices with peers. Gamification can also be a fun way to encourage healthy competition during training practices. You can offer cash prizes or even offer a free lunch to the winner(s).
3. Use Role-Playing and Real-Life Examples
Role-playing is an excellent way to help agents practice their communication skills while learning to understand how customers feel. Supervisors should use examples of actual customer se