Three Main Divisions of Call Center Training

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Published: 15th March 2011
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Companies donít hire call center agents simply by evaluating their speaking skills, although these play a major role in an agentís performance. Handling customers is not just about speaking fluently and effectively. An agent should also be extremely knowledgeable about the product or service he or she is representing.

Call center representatives undergo different kinds of training in order to be effective at what they do. While these training sessions are not as simple as most people expect, these exercises can be beneficial to agents even when they are not within the workplace. In fact, representatives can use the skills they learn in dealing with people outside the office.

Not only do agents get to socialize, but they also learn how diverse people are. Familiarizing oneself with different attitudes and points of view takes great amount of patience and experience. Call center agents can find the process easier by undergoing training sessions that would help develop both social and professional skills.

Product specification training

Every call center agent has to undergo this particular training period. Through product specification training, an agent one learns the information about the product he or she is supporting. Demonstrations and the actual product would be presented during this phase, in order for agents to more easily grasp the basic and technical features of the product.

Speech and client culture training

In this part of training, call center agents get acquainted with their clientsí environment. The clientsí culture, lifestyle, and perceptions are studied in this stage. This phase makes it easier for agents to relate to the clients, and may help improve the agentsí conversational and social skills. Besides learning of their clientsí culture, call center representatives are introduced to the people they would be working with as well.

Call simulations

Call simulations allow call center agents to adapt to the feeling of actually handling calls from customers. Although agents are given exercises similar to this even during other phases, the call simulation stage is the phase most focused to customer handling. Agents get to receive simulated calls about a wide range of issues and deal with customers in varying attitudes as well.

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