Call center training is one of the most effective ways to boost performance, drive efficiency, and fill knowledge gaps. Companies that invest in training earn 24% higher profit margins and earn back $30 in productivity for every dollar spent.
Learning & development are vital to educating your call center team on everything from compliance to engagement, soft skills, hard skills, empathy, and performance. The key is employing high-quality call center training methods that actually work to develop your agents and achieve your goals.
The single, most important thing you can do before you begin creating a learning & development program, is to come up with an overall strategy. The good news is that there are many effective call center training methods and tools to help you out, as long as you have technology such as text analytics, QA self-scorecards, and a robust learning management system (LMS) to inform and deliver your strategy.
Let’s take a look at how you can deliver high-quality call center learning with five strategies for success.
70% of employees report that they don’t have mastery of the skills needed to do their jobs. But how do you know what skill gaps you’re dealing with? Scorecards and text analytics can help reveal gaps in product and service knowledge, skills, communication, empathy, and more.
With real-time monitoring via scorecards and text analytics, you can uncover necessary call center improvements. This works for both agent performance as well as customer pain points. Not only will you be able to come to better understand what is driving customer contact issues and volumes, but you can constantly monitor interactions to see what’s working and what’s not.
Then, based on this insight, you can make better and faster decisions about training when it comes to skills and knowledge gaps, scaling your operation, improving call center productivity and improving customer experience.
Do you know why your customers are contacting your call center—their wants and needs? This information is vital for call center training. Only by breaking down what’s most important to your customers can you focus your efforts where they matter most.
With text analytics and QA self-scorecards, you can discover what customer queries and keywords are driving the most customer calls, emails, chats, and social media posts. From there, you can keep track of exactly what customers are saying, identify trends, and come up with training to meet your customers where they’re at.
For example, let’s say that your text analytics solution and quality scorecards reveal that “payment” is a trending issue. You can adjust your learning & development strategy to focus on solving this customer-centric issue and minimizing its reoccurrence. This could mean adding a new training course, holding one-on-one mentorship sessions, updating your knowledge base, or even developing a new call center script.
Ultimately, the best learning & development program eliminates repetitive administrative tasks and automates as much of the process as possible. That’s the value of a call center learning management system (LMS).
With an LMS, you can provide training anywhere and at any time with an all-in-one solution. Taking advantage of the software’s powerful features, you can:
Training can sometimes be boring and uninspiring; agent engagement is critical to information retention and training motivation. By making your training interactive and dynamic, you can create an engaging and powerful learning process. Here are a few ideas to get started.
The more you can encourage your call center agents to continue learning, the more improvement you can expect.
Only 38% of managers believe their training fits their learner’s needs. That’s why it’s so important to provide training based on your organization’s goals and resources as well as the individual’s needs and the customer experience. That is why you need scorecards, text analytics, a well thought out learning & development strategy, and an LMS all working together to develop your learning paths.
Call center learning & development works when it translates into new behavior. Each of the methods we outlined above can and will be effective, but only if you track success in the long- and short-term and continually make adjustments.
Using scorecards, text analytics, and an LMS, you can allow you to regularly evaluate the results of your training and see how your performance metrics improve or decline based on the accumulation of new knowledge. And by tracking progression daily, weekly, and monthly, you can ensure that your call center is always moving in the right direction and toward your educational goals.