Training Topics
While
designing a training, keep both hard and soft skills training in mind.
Hard
skills
are specific to your organization and the job itself.
Soft skills cover the manner in
which you want customer contacts
to be handled and how you want your agent to manage their work.
Hard skills training topics to consider:
Soft skills training topics to consider:
Training
techniques
For
each module of training, you will need to select the best style of
teaching. The following options are worthy of consideration:
classroom training (each student has own PC), computer-based
training (CBT), role-play practice cases and time on-the-desk with a
coach. Each method has advantages
and disadvantages,
as illustrated in the chart below:
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Source: Centerserve's Call Center Training
Toolkit © 2003 Centerserve |
Variety in training
In order to provide the most
comprehensive training, Centerserve recommends incorporating a
variety of training techniques. By strategically blending the training
techniques, you will maximize your training opportunities.
Adhering to just one technique will not be as effective as
carefully sequencing a blend of all four. Consider the following
training sequence for optimal agent training.
Training sequence
Each module of
training should contain some classroom and computer
time, followed by role-play cases and a test. If the
candidate does not pass the test, provide more
instruction in weak areas. After an opportunity to
handle real customers with the help of a coach, there
should be a final exam. If students fail the final exam
the first time, they should be given the opportunity to
receive additional training before a second attempt at
the test. Your organization may establish different
guidelines for your agents.
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Source: Centerserve's Call Center Training
Toolkit © 2003 Centerserve |
Additional Resources
The featured information in
Module 3: Key Elements in New Agent Training is directly from
Centerserve's Call Center Training Toolkit.
Training is one of the three components that must be aligned for
call center success. The toolkit offers the roadmap to
success.
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Toolkit Contents
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Getting Started
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Strategy and Needs Assessment
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Training Organization Design
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Curriculum Development
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Competency Assessments
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Delivery and Evaluation
Source: Centerserve's Call Center Training
Toolkit © 2003 Centerserve |
Centerserve's Call Center Training
toolkit is ideal if you…
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are starting a completely new call center and need a
training program
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want to upgrade your existing training to a world-class
organization
-
are taking over the responsibility for training from someone
else
Job Aids
The
toolkit includes checklists, guidelines and templates to make sure that you are on the
right track. Training
strategy document
Concisely present your training strategy to your
leadership team, including a mission statement, training strategy and a comprehensive
needs assessment. Training
operations plan
Convert your strategy to an operational plan including the
training organizational structure and resources, curriculum and course content, individual
competency assessment process, training delivery methods and professional development
plans. Interested in the latest
benchmarking
training information? Check out
Centerserve's
2007 Best Practices Report How to be a Great Call Center Manager.
To order, call 970-669-6554 or
order online.
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