How Call Center Agents Are Trained

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Published: 15th March 2011
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There are several training methods for call center agents. Itís not enough for a call center representative to be an excellent conversationalist. He or she must also know every detail regarding the products and services of the company he or she is working for. However, training helps agents not only professionally, but personally as well.

Personal growth is something that can be easily achieved in the call center industry. Call center agents learn something new every day. One common mistake of people is thinking that having sound speaking skills is enough to be a call center agent. The truth is that speech is just one part of agent training. Proficiency in communication isnít the only factor involved in customer handling, as far as call centers are concerned.

During speech training, mentors want their students, who are potential call center agents, to imitate how native English speakers talk. Idiomatic or figurative expressions are also taught to agents, so agents can familiarize themselves about the natural speaking manner of native English speakers.

Call center agents also undergo training to learn the culture of the clients theyíll be serving. Apart from this training phase, however, agents would also have to learn the specifics of the product or service they are marketing. Prices, features, and basic troubleshooting are few of the basic information an agent should know about the product or service he or she is representing.Training sessions for representatives also usually include simulations, where a call center agent receives automated calls about various product problems and tries to resolve these issues. This simulation activities help team leaders and supervisors determine if an agent is sufficiently prepared to handle actual calls. There are also exercises where learning agents listen to how tenured agents handle clients.

Just like any other industry, a call center has a hierarchy of employment as well. There are superiors who monitor the performance of all agents, pulling them out for evaluation if a point of improvement is determined. There are also levels of support where clients are transferred to, depending on the issues theyíre reporting. Higher levels of support take charge of problems that are too technical for representatives to handle.

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