Over the years, customer expectations have increased. Research suggests that over half of consumers expect to speak to a friendly agent. In fact, in many cases, a friendly demeanor is valued more than fast resolution or shorter hold time. This is why it’s important for any call center to have a well-structured and ongoing training for their employees.
Those that have been in the business for a long time continually impress their customers with the kind of training they provide for their employees. Many of these call answering companies use the following strategies to train their agents:
1. They provide clear documentation.
Successful call center companies have clear documentation, outlining clearly their objectives and procedures. They provide this documentation to new agents even before they start. In this way, agents know what’s expected, where, and how to find the information that they need.
2. They educate agents about their business.
By knowing what the business is all about, the products, core values, mission, and vision, agents are more prepared to interact with customers in a manner that’s consistent with the company’s culture.
3. They bring their top-performing agents to training.
To inspire new agents, these call centers bring their top-performing agents to training. These agents can provide tips to the new employees, setting their bar higher and inspiring them to do great in their job.
4. They explain their role in building customer relationships.
There’s nothing more frustrating for a newly-hired than having a lack of direction. Successful call centers prevent this from happening by educating their new agents their role in building customer relationships. By letting new agents know how the quality of their service can impact customer relations, they can be more motivated to provide topnotch service.
5. They show agents how to find answers to their questions.
Shorter hold time is always desirable in a call center business. Hence, those in this industry for so long understand how valuable it is to show agents how to find answers to their questions. In this way, customers won’t end up frustrated from waiting too long or from dealing with an agent who doesn’t seem to know how to address their concerns.
Contact One is a company dedicated to providing businesses with high-quality and reliable call answering services. Based in Tucson, Arizona, we take calls 24/7.
Contact us today to find out how we can help grow your business.