Training is a very crucial part of induction into a career.
With the development of technology, a lot of changes have taken place. The
fast-paced way of the world demands that the training procedures are revised.
The BPO industry needs to incorporate improvements in their training program.
Improved training will allow them to serve the customers better.
Importance of Voice Coaching in a training
program
The Call centre
industry involves a lot of talking. So, it is a necessity that the call center
agents know to speak with customers engagingly. Their way of delivering words,
pronunciation, accents matters a lot. Also, since they have to interact with
customers all over the globe, they need to articulate their accents along the
way. Voice coaching is an integral part of the training program. Coaches from
different parts of the world may be hired to train the agents. It would help
the agents connect with the customers.
Fair
and open communication will go a long way
The higher-ups may have
discussions with the trainees over lunch. Monthly meals of such kind may be
arranged. Interactions with the employees in an informal setting will better
the communication process. The camaraderie between the employees will ease the
process of interaction between the various levels of employees. Creaghan Harry says that a healthy work environment urges the employees to
perform better. Juniors can easily approach their seniors in case of any
problems.
Significance
of feedback in a training program
The trainees need to be
encouraged to give feedback about their mode of training. There may be a drop
box set up in the office that has to be checked regularly. Also, employees and
trainees may be asked to fill in online feedback forms. Addressing the feedback
is also equally significant. Feedback may help better the training process.
Hands-on
experience is the best way
The overall training
process if filled engaging tools and activities, will be more appealing. The
trainees can be presented with mock situations. Not only the trainers but
sometimes one of the trainees themselves may be asked to play a role of a
disgruntled or overtly sweet customer. Another trainee may be asked to address
the query of the former. Trainees after a certain time can be allowed to
interact with customers. Creaghan Harry says that the training process
should not be monotonous. The trainees can have fun and learn to work at the
same time.
Use
of technology makes the training program more efficient
Specialized software,
apps and online tools can be used for training. They may also be used to rate
their performance. WalkMe is software that can be used. It helps them to
complete tasks and interact with customers efficiently. Instructions may be
given quickly. Trainees and employees may access the instructions 24*7.
Technology can help enhance the entire training process. The balance of using
technology and human interaction is the key.
Call Centers are a very
demanding industry. Call centre agents need to be at the top of their game all
the time. The training process is fundamental. Lousy training will create
inefficient employees. The best kind of training process will make employees of
the right temperament.
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