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From the blog

3 Creative Ways to Train Call Center Agents

Train Call Center AgentsMany of us have experienced having slept through an entire lecture on account of an instructor’s boring and uninspired teaching style.

There are many contributing factors on why some lectures are boring to students, but first and foremost among them is rote teaching.

A subject matter may be of particular interest to students, but if a professor is teaching in a manner that is mechanical and repetitive, there’s a good chance that the students may eventually lose interest, thus stifling the learning process.

The same rule applies to training our customer service outsourcing agents in the Philippines.

If you want to effectively train agents, you have to adopt a progressive and improvisational approach to delivering instruction or coaching.

Here are the creative ways you can train call center agents.

1. Group activities

According to a 2014 study conducted by Johnson, students learning in a group setting have “greater knowledge acquisition, retention of material, and higher-order problem solving and reasoning abilities.”

Unlike individual learning, group activities create opportunities for exchange of ideas and cooperative learning, not to mention train agents on how to work well together.

By paving the way for members of a group — big or small — to capitalize on one another’s resources and skills, group activities create possibilities for new and innovative ideas.

Group activities can always be added to the agenda in team huddles and team building activities. They are also a great way to create or establish a positive relationship with co-workers.

2. Storytelling

All of us have an innate love for stories. Not only do they entertain us, but they also teach us about life in a manner no other medium is capable of.

Storytelling is effective as a teaching method because it creates an emotional response that lends more impact and gravity to the ideas and lessons within the story.

There are many ways storytelling can be incorporated into training. You can always start with product training in which a trainer can tell the story of why and how the company’s products are created, and how the owner brought them into being.

Business owners or managers can also share inspiring stories, fact or fictional, about successful individuals, telling how they came upon their success.

3. Role Playing

Role-playing is an effective teaching method, especially during the training process. By acting out call scenarios, agents can put into practice what they’ve learned from the product training.

Through these practice sessions, agents can familiarize themselves better with different call scenarios, and as such will know how to respond when they encounter such scenarios while speaking to real customers.

Role-playing offers great opportunities for agents to smooth out their rough edges. More importantly, it’s a perfect avenue for them to make mistakes, and as such are unlikely to commit them again once they’re on the floor talking to real clients.

Key Takeaway

Agent development doesn’t end with onboarding; rather it continues throughout an employee’s life cycle within the organization.

Learning opportunities can happen anywhere, and a call center organization has much to gain by recognizing them as such and capitalizing on them. By engendering a culture of creativity, learning, and innovation within the organization, an upward trend towards success is easily achieved.

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