Creaghan Harry - Why Training Is Essential To Run A Successful Call Centre

Fulfilling a customer's expectation is like solving a mystery. One of the vital factors while solving this mystery involves training. The companies and the senior authorities must be aware of the changing drifts in this industry. Having that awareness and knowledge will help in generating more profit for the company.

The training must be aimed to improve the following:

·         Performance management

·         Customer interaction

·         Training of best practices

·         Professionalism while talking over the phone

These factors are important because customers are looking out for assistance from professionals. This helps in maximising the chances of a customer's loyalty, brings in more business to the company and the professional agents gets appreciated through promotion, incentives or hike in salary. A call centre is nothing but an old-school name for BPO sectors says, Creaghan Harry

Skilful agents can only help in giving a quick solution and in handling angry customers. They understand the tricks of the trade. To meet customers, expectation qualified agents serve the best. The training helps them deliver quality service. For the agents to have a thorough knowledge of an existing product or service, regular practice is necessary.

Practices that could be adapted in the call centre

·         Empowering agents- A skilfull trained agent with the authority of decision will not only aim for meeting customers’ expectation but will also enable a single call resolution and thus result in more positive customer experience.

·         The training should not be monotonous- monotonous training should be avoided, instead of exciting; an informational and engaging training session will be beneficial in the long run.

·         Handling calls during induction training- in the introductory session trainers should move away from simple handling call guidance and speeches and instead should let the newly hired agents take few calls. The experience will be worth it, in the long run, and will help them grow in communication skill.

·         Publically express customer feedback in the workplace- informing the agents immediately after the customer has given feedback is another important practice.

·         The authority the agents are working for must praise their agents-the higher body must be available to commend hard-working agents, and give them some token of appreciation.

·         Create opportunities for agents to discuss quality with peers-This opportunity is a prerequisite for the agents to improve the quality of their service.

·         Opportunity for a fun session- creating a lunchtime learning session for the staffs to have a quality discussion about the topic of their choice.

·         Giving Incentives – they are a great way of appreciating the hard work of the team.Creaghan Harry, righteously points out that improvements in the necessary corners can help ion the growth of the business.

The training of the agents towards the right direction can be achieved with regular practices that should be followed like a ritual if a company wants to thrive for the longest time. They should understand that one of the essential pillars of a successful BPO is its agents.