They say that good help is hard to find, and when it comes to call centers the saying does hold some water, but that does not have to be the norm. As a business owner, you have a particular vision and standard that you want to uphold.
The problem is that not all of your employees share the same vision. Training the people who work on the front lines and deal directly with customers is extremely important. That is why, it should be a top priority to train them well.
Making their job easy
Trying to do a particular job with tools that are not adequate is one of the fastest ways to deter your call center staff from doing their jobs well. Using a comprehensive virtual phone system is one way of empowering your staff to do their jobs well.
Talkroute.com offers you the capabilities to run a virtual call center, meaning that your staff can work from the luxury of their own homes, using their mobile devices. No special equipment is necessary which means that your call center staff have the freedom to work from anywhere.
Share your vision
Call center operators can mean exponential growth or rapid decay for your business. When they are properly educated on what they are getting into, then they have an immediate edge over a poorly trained team. As a business owner, you must share your vision and values with the call center staff.
You need to make sure that they not only understand where you are coming from but also start to believe in the product or service like you do. The more they know and the more they think like you, the more pride they will take in their work and provide epic service.
Involve the top-rated workers
As a CEO or business owner, it is sometimes hard to associate with the demands of a call center, that is why you need to get the top-performing agents to speak to new recruits. Using the guys who work the lines every day to do the training is a great way to provide practical tips for the newbies.
They know more about what the trainees can expect and will be able to answer the difficult questions. Experience counts in this game and the more you deal with customers, the better you become at it.
Do not assume anything
Just because you know how to talk to clients or customers, does not mean that the next guy will. Even the most basicaspects of client relations should be taken into account. When a new group of agents is trained, they need to be made aware of proper greeting techniques, transfer etiquette and ending calls.
Although it is second nature to you, it might not come naturally to someone else. The world is rapidly changing and physical voice calls are on the decline, so many people do not know how to converse on a phone. It is not the same as texting.
Use all available resources
The reason why you have a call center is that your business has probably grown to the extent that a call center is needed. This will mean that there is probably a knowledge base that has been created over the years. This is one of the most vital tools in your arsenal, but it is useless if the call center agent does not know how to use it.
You need to show them how the knowledge base is structured and how they can use it to process queries in a jiffy. If things get really tricky, then the agents should know who the go-to guys are in the office.