Executive Boutique

CALL US - US: 1-888-700-9555 US | UK: 44-12026-18056 AU | AU: 612-8015-5330 AU| SGP: 65-6653-6528SGP

Call Center Operations

Five Strategies You Can Do to Help Your New Call Center Agents Manage Their Average Handling Time

Average Handling Time

Average Handling TimeAHT (Average Handling Time) is one of the most important metrics in a call center. Simply put, a low AHT is one of the good signs that a call center is delivering great customer service.

That’s not in the least surprising. When customers call, they want solutions, and they want them fast.

Since it’s the goal of every call center organization to deliver a positive experience to customers, it only follows that you take the necessary steps to reduce the amount of time they spend on calls.

Here are proven strategies you can use to reduce average handling time in your contact center.

1. Strengthen your knowledge base

A strong knowledge base allows call center agents to pull up customer information and resolve issues with minimal effort.

When the knowledge base is optimized, agents can find relevant answers to even the toughest queries at their fingertips. This way, agents are able to close calls quickly, which in turn makes customers happy.

2. Record and analyze calls

A call center needs to have a system in place that records and analyzes calls. This makes it possible for you to identify which issues and questions are usually taking a long time to be resolved.

Once these issues are identified, you can come up with more efficient solutions to resolving them.

By training your agents to execute such solutions, average handling time can be reduced significantly.

3. Optimize call routing

One great way to reduce AHT is to optimize call routing. After all, a lot of time is wasted every time a caller is routed to the wrong department.

The best way to speed up your call center’s call routing system is to use a high-end automatic call distribution software (ACD).

When customers are always able to reach the agent qualified to handle their issues, it takes significantly less time to end a call.

4. Initiate call backs if necessary

Sometimes a customer will call in with an issue that is much too complex to be resolved immediately. Agents need to be able to identify such cases quickly since attempting to resolve the issue right then and there will only be a waste of time.

What agents can do instead is to initiate a call back at a time when answers and solutions to the customer’s issue are readily available.

5. Optimize the IVR system (Interactive Voice Response)

Recent studies show that more and more customers prefer self-service over having to speak with a customer service representative.

However, it can be frustrating to a caller when the IVR system eats up a lot of time promoting your brand’s wide range of products and services.

To optimize your IVR configuration effectively, you can start by structuring your IVR according to the customer’s perspective. Make your IVR scripts short and simple.

In addition, you can provide pre-recorded messages in a way where customers can help themselves better.

Final Word

While it’s crucial for every call center organization to reduce AHT to meet  KPI targets, care should be taken to ensure that the quality of service is not compromised in any way

A call center organization has to manage AHT the right way and for the right reasons, and you can pull that off by employing the five strategies mentioned above.

Read More »

Why Promoting from within is Good for Your Call Center Business

Call Center Business

Call Center BusinessThe question of whether it’s preferable for organizations to prioritize internal hires over outsiders when filling a job vacancy has long been settled for years now.

And the general consensus is this: internal hires trump external hires almost every time.

What settled it was a 2012 study made by Wharton assistant professor Matthew Bidwell, who came out with these findings:

  • Internal hires perform much better on the job in the first few years following a promotion than outsiders who were recruited for the similar job.
  • External hires have higher exit rates than internal hires.
  • External candidates are offered higher salaries (up to 20 percent%) than internal hires.

All results point to the same conclusion: promoting those belonging to the existing employee base is far more recommendable than hiring from outside.

While there’s no study similar to Bidwell’s that exclusively applies to call center organizations, logic dictates that the same rule still applies.

Here are five reasons why call centers will do well to prioritize internal recruits over external candidates in their recruitment efforts.

1. It’s cost-effective

Call center organizations spend quite a hefty amount each year in recruiting new hires.

On top of paying for advertisements, the HR team also has to allocate expenses on pre-screenings and interviews before deciding to hire a new employee.

And don’t even get started on the training expenses. Do you know that the average call center spends nearly 2,000 dollars training each new recruit in a span of 4 weeks?

In fact, this Tenacity article has been kind enough to do the math for us.

Considering the high employee turnover rate in most call center organizations, there’s no question that prioritizing internal hires over outsiders is the more attractive route.

Besides, all the money expended on advertisements, screenings, training classes, etc. would be better spent on empowering your current employee base and boosting their morale.

2. Saves you time

As if the hiring process isn’t strenuous enough, the company also has to invest some time in orienting new employees to the company’s vision, values, technologies, and processes as soon as they are hired.

In addition, new recruits also have to go through a steep learning curve before they can get acclimated to their new environment.

In contrast, promoting an existing employee allows you to do away with all that. Considering the call center industry’s fast-paced environment, time is a luxury you don’t have.

3. Boosts productivity and morale

Rewarding productive employees with a promotion is an excellent way to foster a culture of loyalty, growth, and stability in the organization.

When employees feel that their hard work and dedication are rewarded by the company, they are more likely to feel more motivated to give it their best at work.

Moreover, unlike external recruits, existing employees are already familiar with the organization’s policies and procedures, and as such will be much more productive right from the get-go following a promotion.

4. Improves employee engagement

By promoting deserving employees, you are giving them a sense of growth and direction in their career within the organization.

This, in turn, motivates them to take ownership of their roles within the company and as a result, will give it their best efforts.


While external hiring has its own merits (for example, new hires are more likely to bring new ideas to the company), studies and current sentiments show that internal hiring is far more preferable as a recruitment strategy.

When existing employees feel that they can count on the company to provide them career opportunities that they worked hard for, it gives everyone a better sense of stability.

Read More »

Qualities to Look For in Hiring Supervisors to Lead Your Customer Service Representatives


SupoervisorAgents deserve all the kudos for being on the frontline of call center operations. Without them, businesses won’t be able to maintain a good relationship with their clients.

That said, supervisors deserve equal merit for their significant contributions as well. They are, after all, the ones responsible for motivating and inspiring call center agents.

Being a call center supervisor is a difficult job. For one, the job title comes with many responsibilities.

Hire a supervisor that isn’t equal to the job and chances are your agents will feel unmotivated, directionless, and generally disillusioned about their work.

To bring home the point, a Gallup study shows that at least 75-percent of employee turnover can be traced to managerial influence.

If you want your business to thrive, you have to ensure that the supervisors you hire have the following key characteristics:

1. Has a strategic mindset

The call center industry’s business climate is dynamic, fast-paced, and at times unpredictable, and for operations to run smoothly, you will need supervisors who can think objectively amidst all the chaos.

As such, you need supervisors who have the emotional intelligence, the mental clarity, and the derring-do to make the right decisions for every business challenge.

To manage employees in a way that drives competitive advantage, supervisors have to take into account each agent’s unique personality and be able to bring out the best in them.

2. Personable

For a leader to be effective, he or she has to be personable and approachable. After all, the responsibility of motivating and inspiring agent falls on him or her.

This is why you need supervisors who can foster an environment where employees are encouraged to ask questions and voice out their opinions without fear of ridicule and judgment.

If you hire leaders who tend to intimidate others, your business will lose out on opportunities for coaching, mentoring, and positive reinforcement.

3. Ability to think outside the box

As mentioned earlier, the call center industry is unpredictable. Things may be running smoothly, but there will come a time when you have to prepare for the proverbial curveball.

A supervisor not only has to deal with the daily tasks of managing call center agents, but he also needs to solve problems when new or unlooked-for challenges arise.

The manager has the resources to act on unique challenges and opportunities that contact centers regularly face.

When you have supervisors who can think of creative solutions when the situation calls for it, employees are always put in the best position to make a difference themselves.

4. Good multi-tasker

Supervisors have a lot on their plate, and if you want your call center operations to run smoothly, you need to hire managers who can juggle many balls all at once.

A call center supervisor’s typical workday involves coaching agents, tracking performance metrics, answering escalated calls, reporting to account managers, and more.

If you hire supervisors who can handle all these tasks but are still able to keep things in proper order, the more likely you’ll be able to accomplish your company’s business goals come hell or high water.

What’s Next?

Every organization has to face its own unique set of challenges and therefore has to do business in ways that can deliver positive outcomes.

To accomplish this, you need people who can lead and bail your business out of tough situations. Better yet, you need people who can motivate and inspire.

Read More »

How Incentive Plans Can Boost Your Sales Agents’ Morale

Sales Agents Morale

Sales Agents MoraleAs a business owner, it can be quite frustrating if those in your employ don’t share your enthusiasm for the shared goals you’ve set out for your company.

When most employees are feeling uninspired and unmotivated about the work they do, the company’s ROI suffers drastically. You don’t want that.

There’s one good way to remedy this: start investing more in your employees. How to go about it? You can boost their morale, for starters.

And what better way to boost employee morale than to launch  a comprehensive and generous incentive program in the company? It’s a worthy investment that, if implemented properly, guarantees considerable rewards.

To bring home the point, according to a study conducted by Marketing Innovators, companies with high employee morale outperform industry peers by 20-percent.

We here at EB call center know this all too well.

Convinced? Excellent! “But how exactly does an incentive program boost morale?” you might be asking.

Let us count the ways.

Make Your Sales Reps Happy

As the old chestnut goes, “happy employees are productive employees.”

It’s also true and the numbers show it. According to a University of Warwick study, happiness in the workplace result to a 12% spike in productivity.

When you reward your agents for a job well done, they feel that they are appreciated and recognized. They feel a strong sense of value in what they do, thus motivating them to deliver better.

Motivate Your Sales Reps

A hope for a reward is always a powerful motivator for sales agents to perform better in all aspects of the business.

At best, monetary incentives serve as extrinsic motivators because they satisfy direct needs.

But business owners also need to provide employees non-monetary incentives such as verbal and written of good work, etc. in order to satisfy an employee’s self-actualization needs.

When you motivate employees on many levels, they tend to work harder both in the short and the long term.

Give Employees a Sense of Purpose

Cash rewards and attractive benefits are well and good, but deep down, most employees also want to feel like what they’re doing in the workplace is giving them a sense of purpose.

That may sound like sentimental drivel but that doesn’t make it untrue.

By offering employees a wide variety of rewards specifically tailored to motivate behaviors that address the company’s top priorities, they are made to feel that they’re offering something of value.

Reward the Journey, Not the Destination

Sales reps are usually rewarded when they close sales, which is always good, but another terrific way to boost their morale is to also reward them during their journey towards the sale.

By incentivizing key performance indicators, you are encouraging best practices among the entire team, ensuring that the company delivers in areas beyond sales numbers.

Strengthen Professional Relationship Between Sales Reps and Managers

Team-focused incentive plans reinforce camaraderie, a robust feedback loop among colleagues, and team collaboration.

By defining clearly the team’s specific goals and making sure that all members are on the same page, the work environment becomes more pleasant and professional relationships are strengthened.

Final Word

As established, implementing a comprehensive incentive plan can go a long way into boosting the morale of your sales representatives.

It works two ways: first, being offered reasonable yet challenging rewards gives sales reps control over their success. Second, it gives them opportunities for self-actualization, prompting them to do better because of their innate desire to fulfill their potential.

We at EB Call Center take great pride in our competitive incentive programs, which were developed to ensure that our sales reps are rewarded regularly through their efforts.

Read More »

4 Office Practices that Kills Your Call Center Agents’ Creativity

Call Center Agents Creativity

Call Center Agents CreativityWhy is creativity an important characteristic of great call center agents?

First of all, they talk to your customers all the time. They know their pains and joys. They know what your customers dislike or are interested about. At the same time, they have the power to shape your customer’s experience with your business.

With creativity, your call center agents can step outside of the box and can think of novels ways to consistently wow your customers and increase productivity.

However, there are little things that happen in the workplace that is not conducive for creative thinking.

Here are 4 office practices that can surely kill your call center agents’ creativity.

Creativity is not a big deal

Your call center agents value the things that you value. They are concerned of the same things that you are concerned of.

So if you don’t make creativity a big deal, they are less likely to be motivated to be creative at work too. They are not challenged or urged to find ways in taking the extra mile.

The result? They spend their hours at work going through the motions, coasting along and giving only the bare minimum.

Creativity is not acknowledged

Another creativity-killer is the absence of acknowledgement.

When they do or give creative ideas but are not acknowledged, they are discouraged to do the same thing ever again.

It gives the impression that no one notices their contribution and that it is not valued, giving them no incentives whatsoever to go on challenging themselves to do outside-the-box thinking.

Creativity is punished

A toxic workplace environment is another creativity-buster.

For instance, something is wrong when people who put forward suggestions that can be helpful for the business are called troublemakers instead or accused of calling attention to themselves.

When the rest of the team see what happens to their colleagues who tried to push boundaries, they are going to learn from the experience, keep their thoughts to themselves, and may even develop negative attitude of outrightly dismissing creative ideas.

Micro-management is the name of the game

Lastly, one of the biggest culprits that’s killing creativity at work is micro-management.

Micro-management happens when you give call center agents little to no room to freely come up with their own ideas and execute them, and when you expect them to do their tasks strictly according to instructions.

It makes your employees feel that they are robots, expected to do the things they’re told to do and not much else.

That’s the thing about creativity. You need to give it breathing space. It thrives on providing people freedom. There’s risk of them running with it, but you will benefit greatly when their ideas click.

How do you encourage creativity with your call center agents

As a business-owner, encourage your call center agents to be creative.

Make a big deal about it by including it as part of your core values, giving people incentives to solve work-related problems in new ways, and providing them enough legroom to freely think of creative ideas.

Read More »

6 Reasons Your Top Outbound Sales Agents Call It Quits

Outbound Sales Agents

Outbound Sales AgentsThere is a famous Pareto principle that says that 80% of your productivity is being done by the top 20% of your people.

That’s why it is important to keep your top outbound sales agents as they bring in the bulk of the business to your company. When they leave your company, it is going to cost you in terms of time and resources to hire new employees and train them to become your next top agents.

Hence, you need to know the reasons why they call it quits so you can do something to prevent that from happening.

Here are the top 6 reasons your outbound sales agents leave.

Low pay

Doing outbound calls is challenging enough. Meeting sales quota, now that adds up to a really tough job.

That is why if the pay that they receive is low, they wouldn’t think twice calling it quits.

A good tip is to look at how much your competitors are paying. You may also look at national averages in wages, and then either match the salary or pay more.

But the secret really is to give consistent incentives for a job well done. These can be in kind, such as all-expense-paid trips, or monetary like bonuses and commissions.

Bad management

They will also flee when they’re under bad management.

For one thing, it makes each day at work an unbearable ordeal when they have to deal with unfeeling supervisors, micro-managing taskmasters, and bad leaders.

To make your outbound sales agents to stay longer, help them feel valued by hiring good managers with great people skills and leadership.

Toxic workplace

Another factor that your outbound sales agents look for another opportunity is the workplace environment.

For example, instead of being excited, they dread going to work because they little to no valuable support to make them become successful.

Additionally, they are in an unhealthy competition with their colleagues. There is nothing that breaks the monotony and repetition of outbound calls. Most often, they feel isolated and are left to drown in the job.


One other factor is burn-out. For instance, your call center agents are simply under immense amount of pressure day in and day out to meet unrealistic performance goals.

Also, they might find few chances to reset from work because of a really high occupancy rate. They are asked to take outbound calls one after another in rapid succession without ever letting up.

They might also feel they no longer have work-life balance, losing touch with things and people that mean a lot to them because they have to work really hard and spend long hours in the office.


The job itself can be the reason your outbound sales agents quit. It might either be too high or too low a challenge for them.

Furthermore, they might even realize that their skills are a wrong match to the job. They plainly don’t have the right set of competency to succeed.

Alternatively, they could have simply discovered a new passion and they choose to pursue that instead of staying with your company.

Career opportunity

Lastly, they leave because they found a better career opportunity somewhere else. Your company is not growing and there are no higher positions available for them.

On the other hand, they might not be inspired to get promoted within the organization because they don’t like their supervisor’s job or the perks that come with it. They don’t see themselves performing the tasks that their supervisors are doing.

Save your best people

Stop your best people from resigning. Evaluate your remuneration package, hiring process, leadership and organizational culture, working condition, and career opportunities within your company so you can save your top outbound sales agents from leaving.

Read More »

5 Ways to Helping Your Customer Support Team With Managing Their AHT

Customer Support AHT

Customer Support AHTIn running a call center, your customer support team will be required to pass several key performance indicators including average handling time.

Average handling time (AHT) is the number of minutes it takes for a call to get resolved from start to finish.

Usually, it is measured from the moment the agent hears a ring that signals the arrival of a caller to the end of the call.

Having your customer support team meet or exceed AHT target is essential in maintaining good performance in your call center as it ensures that there are enough people to answer incoming calls.

Therefore, here are the top 5 tips in helping members of your customer support team with managing their AHT.

1. Provide training

The goal of training is to help new employees get up to speed in terms of reaching expectations on AHT.

Without proper training, the newly hired agents will have a hard time in developing the right skills and will take a longer learning curve in managing their targets.

So the first thing you can do is provide excellent learning opportunities in the use of tools, customer relations management (CRM) software, and systems.

Through demonstration and actual exercises, they can learn how to be more efficient in navigating around desktop tools and applications.

2. Put up a transfer flow chart

If you are running a big call center organization that is composed of different departments and there are transferred calls, you may want to build a transfer flow chart.

A transfer flow chart quickly tells an agent whether the issue raised by the caller is within his or her scope of responsibility or will need to be transferred to another expert such as technical support.

For one thing, it is a win-win solution. It ensures that issues are resolved by the right people.

Also, it avoids having long-winding conversations that might upset the caller if they are told that all the time they spent was for nothing because they have to talk to someone else.

3. Develop active listening

Additionally, you can help your customer support team to develop active listening.

Through active listening, your agents and the caller can maintain clear communication. This prevents any misunderstanding and helps in knowing the exact issue and providing the proper resolution immediately.

4. Give tips on how to deal with runaway callers

Furthermore, you can also give tips on how to politely deal with runaway callers, people who are likely to start and continue talking off-topic which can lead to longer calls.

For example, you can give sample spiels that can acknowledge what the caller is saying and then quickly turn the conversation back to the issue.

5. Share best practices

You can also nurture a culture of collaboration and mentorship.

This can be done by either asking the leader of the customer support team to continuously coach or requesting each member to partner with another member and share feedback.

In the process, it helps make sure that best practices are freely shared around, helping everyone to manage their AHT successfully.

Wrapping it all up: keeping tabs on performance

After you have implemented the above action plans, the next thing you need to do is to regularly monitor and let people know of their performance.

You can do this by putting up a stat board or sending email to all the members of the customer support team with individual and team AHT levels.

By giving them the opportunity to be more efficient and to know about how well they’re doing, you can help your customer support team to reach AHT goals.

Read More »

4 Ways to Establishing a Better Relationship with Your Partner Contact Center


contact_centerA good number of companies are outsourcing their business processes to contact centers for a variety of reasons.

For one thing, outsourcing allows them to focus on their core businesses while handing off tasks such as customer service, technical support and telemarketing to companies that are specializing on them.

Because contact centers interact with your customers regularly, building a great working relationship with them is vital for your company’s success.

They are your ears and eyes on how well you are doing in serving your customers. Their feedback will be crucial in improving many aspects of your business, allowing you to stay on top of the game.

Here are four ways for you to build a better relationship with your partner contact center.

1. Communicate your needs

Your business is unique in a lot of ways.

From the delivery of your products and services to target customers, you will have particular goals, needs, and preferences that you have to communicate to your contact center all the time.

For example, you might be looking for representatives with experience in outbound sales or a technical support expert with a background in web development.

Hiring talents is just one area where you will need to be clear about your needs.

You might also want certain processes in dealing with return order, customer complaints, or underperforming representatives.

By being transparent about what you want, your contact centers can fluidly execute action plans that will better fit your business.

2. Hire an account manager

An account manager is a liaison officer between you and the contact center.

You might need one especially when your business is rapidly growing, you are serving a large customer base, or you are contracting several contact centers in many different locations.

An account manager will be responsible in maintaining channels of communication, meeting managers and representatives on site, and following through mutually agreed business terms.   

3. Keep a listening ear

Another way in keeping a great relationship with your contact center is to listen to them.

They offer valuable insights about your customers especially that they interact with them every day. They can help you find ways to further enhance customer experience and identity areas of improvements.

Additionally, you can also benefit from their feedback on how you can improve your business processes and tools.

Most of all, they feel valued as an integral part of your company when you listen to them and respond positively on their constructive feedback.

4. Give incentives

When they do a great job, reward them. It will be advantageous to your bottom line if you do.

Rewarding excellent work will encourage them to always meet or even exceed your expectations.

You can give incentives to teams, representatives, or managers who are doing well in sales, customer satisfaction, and other business processes.

In turn, your customers are going to be taken care of by motivated people. They will stay as a fan of your business which can translate to increase in repeat sales and boost your company’s overall reputation.

Your next steps

Treat your contact centers as you would a business partner.

They are your frontline brand ambassadors representing your company every time they communicate with your customers.

By bringing your relationship with them to the next level, you can rest assured that your customers are treated with world-class service experience.

Read More »

5 Signs that Your Organizational Culture is Headed for the Gutters


organization_structureCulture is a tricky thing.

When it’s working fine, no one notices it. But when it starts to deteriorate, everyone scrambles to find out why.

That’s the reason successful companies do everything they can to build and keep a healthy organizational culture.

They know that it sets a productive atmosphere in the workplace, which helps motivate employees to bring the business to the next level.

So they actively find ways to keep engaging their people, rewarding positive attitudes, and nurturing the right core values.

But while it takes time and energy to maintain a great culture, it can be easily undermined by complacency and hiring the wrong people.

As a business-owner, how will you know that the culture in your organization is headed for the gutters? Here are 5 red flags that can tell you things are going downhill.

1. No one knows the vision-mission statements

If no one knows the vision-mission statements, the organization is in trouble. It means that nobody cares.

Vision-mission statements are not just shiny words next to the company logo on the wall.

They represent the very identity of the business.

They spell out the purpose of why you’re doing what you’re doing and articulate the methods on how to reach your goals.

And when they are not discussed openly, when no one talks about them and how they can be put into action, they become a string of words that are empty of meaning.

2. Gossips, not feedback

Feedback is the breakfast of champions. It helps spur innovation and effective decision-making.

But when people would rather join chitchats than communicate, the organization is failing in creating a sense of trust and safety for feedback to flourish.

In turn, ideas that could have pushed the company forward do not reach the decision-makers and instead are allowed to morph into resentments.

3. Lack of excitement

An organization with a great culture is humming with activities. People are standing up, talking, collaborating, and making meaningful connections.  

A declining one is marked with a lack of team spirit and a lack of enthusiasm. Employees are stiff, isolated, and focused on unhealthy competition.

4. You are surrounded with “yes-people”

Having employees who are great to work with is good. They make your life in the office less stressful.

However, it’s not to your advantage if you are surrounded by yes-people.

Yes-people bend over backwards to make you feel good about the way you’re running the business even when things are going to the wrong direction.

They’re the type who people who aren’t really interested in doing hardwork and making an impact to get promoted, they’re more into giving the business owners (or their superiors) some lip service to gain their approval and be promoted.

These are the kind of people who are only think of themselves, and aren’t interested in helping their colleague or the company grow.

5. No accountability

Another telltale sign of a culture that’s going bad is the lack of accountability.

When wrongdoings go unpunished and good deeds are not rewarded,  people will develop the wrong set of skills and attitudes.

They will try to game the system, do everything they need to avoid getting caught, and shift blame to other people.

What’s next?

When you see any or all of the above signs, act quickly. Not doing anything will only make the situation worse.

You can begin by reviewing your vision-mission statement, improving the way feedback is handled, opening channels of communication, and creating clear reward-and-recognition program.

After all, keeping a finger on the pulse of your organizational culture is essential to your success.

Read More »

How to Train Your Newly Hired Customer Service Agents to be More Engaging


newly_hired_customer_service_agentsWhether you’re running a product or a service-based business, living up to your customers’ expectations is a must if you want to succeed.

What makes this tricky, however, is the fact that your customers aren’t just looking for a solution to their problems, they’re looking for quick solutions.

They want their problems solved the soonest and would often ask to speak with a skilled agent who can do this for them.

Of course, if your company can’t give them just that, then they won’t hesitate going to your competitors.

This tells the business owners that for them to outdo their competitors, they need to provide exceptional customer service.

How are you going to accomplish that, you might want to ask?

Well, you can start by training your newly hired customer service reps to be more engaging and interactive.

The following are several crucial ideas and tips on how you can help your customer representatives become more engaging, more confident and more effective!

1. Start with the basic induction and let them learn the Product.

Induction is the first step that helps a new employee familiarize with the product and services that you are offering. Make sure you give your newly hired customer service reps a thorough insight of the products that you are offering.

They should understand the product or service as their own. The first part of their training should revolve around products, services and solutions that they can offer.

2. Conduct scenario-based training sessions.

While you train the new reps, throw multiple scenarios at them. This will help in two ways. One, your reps will understand the kind of queries they may face. Two, it will help them think of multiple ways to provide a solution to the customer.

This is a good way to build a line of communication and boost their confidence.

3. Recognize their mistakes and acknowledge their effort.

It is essential to tell your employees where they are going wrong. Guide them with patience and be professional when you criticism them.

Another thing that you must do is to acknowledge the efforts that your employees are making. A small dose of encouragement can make your reps move mountains (not literally). It can certainly help them display more confidence while speaking with a customer.

4. Include quests and challenges in your program.

Challenges evoke productivity and creativity. Therefore, make sure you add quests and challenges to your training program.

Take them through online challenges or ask them to take an impromptu call with a customer. Such challenges can help your new hires learn quickly and perform better.

5. Assign mentors to new hires.

You can hit two birds with one arrow if you practice this. Assigning a mentor to a group of new hires will not just help in their training but also encourage your existing employees to perform better so as to grab the position of a mentor.

If your newly hired customer service rep is motivated to perform during the training session, they will be able to absorb the knowledge efficiently and excel while enrolled on-process.


A well-trained and enthusiastic customer rep can help your business expand in ways you’d never imagine.

Always devote enough time in training them with new materials and they’ll most likely perform better with how to address your customer’s concerns.

Read More »