Friday, March 04, 2011
Training call center employees varies from program to program, but the challenges are often uniform. By finding a solution to these challenges, trainers can streamline their efforts and maximize workplace education.
According to the International Customer Management Institute, the biggest challenge is trainee engagement. Often, trainees work and learn through a computer or other technological portals. That diminishes the amount of face-to-face time an employee receives. The agency states the challenge is even more difficult if the training agent is remotely located.
Additionally, a remote agent significantly decreases the opportunity for feedback. Employees and trainees can optimize their training by establishing higher rates of personal interaction. Distance between the parties can affect retention rates and may cause disruption in the flow of information.
Lastly, training should remain diverse. Every trainer has their program basics, but how that individual can make the sessions more inviting and engaging will go a long way toward creating productive workers. Rely on creativity instead of maneuvering through a stagnant program that doesn't capture the attention of trainees.
No training program is uniform, but by keeping these challenges in mind, programs will run more smoothly and produce better results.