Requirements For A Strategic Approach To Call Centre Training
Never has there been a greater time for efficient and effective Call Centre training. The degree of regulation placed upon most firms has increased significantly as Regulators continue to raise the bar in the protection and fair treatment of the consumer.
The result its that the requirements placed upon the average contact centre agent now are significant and what perhaps used to be a gentle and easy working environment that anybody who had a pulse and could spin on a chair could do, is now a specialist role that demands highly trained and skilled people that can provide consistently high levels of compliant customer service and sales.
No small wonder that a number of firms have reviewed off-shoring and reached the conclusion that the risks out weigh the possible rewards. That said we see clients who have made off-shoring work and work to a very high standard, but then they use our products to guarantee that every agent no matter where they are domiciled knows and retains what they are trained.
Simply training the agent at induction and hoping that they pick ‘up the rest as they go along’ is an out-dated strategy that is inevitably going to mean that the organisation in question is unable to substantiate that the workforce has learned and retained the critical knowledge relative to the Act(s) under which the employer trades.
Call Centre Training, Never A Better Time
Whilst call center Agent A may well learn from Agent B in the real working contact centre, this is only useful if you can be certain that what Agent B taught A was in fact compliant and correct! This is compounded by the fact that few if any contact centre managers can left to their own devices accurately profile the knowledge of every individual agent.
Call centre training is, I am pleased to say moving on and more and more firms are embracing our Artificially Intelligent APP, Clever Nelly to help them unequivocally establish accurate individual agent knowledge profiles but also to repair knowledge gaps and subsequently delivering guaranteed knowledge retention – all using less than 1 minute 30 seconds of an agents precious time.
Don’t just take our word for it http://elephantsdontforget.com/project/1st-central-case-study/ we add a new tier 1 client to our herd every week as more and more contact centre leaders recognise that changing times call for smarter more intelligent solutions.