Article published by : Pat Symcox on Tuesday, February 07, 2012 - Viewed 1335 times


Category : Customer Service

Imparting One to One Informal Training in Call Centers

Business organizations cannot simply deny the importance of the call centers for a competitive business acquisition. The leaders in the competition need to hire some professionals that can deliver the services in a manner that are better and reliable than the others. Customer support with the assistance of the contact centers have grown trustworthy and companies in all the sectors can easily trust upon the professionalism, these centers have. Therefore, to maintain this trust and accountability for the clients, it has become a great priority for the call centers to inherit some strict policies related to the training of the customer support representatives (CSR).

The management of the leading BPOs has always tried to fetch the best industry professionals who can easily handle these departments and impart the best training in short time. For these professionals, call centers services are always rewarded when the CSRs dedicate 100% commitment in their work. But in reality, hardly 50 - 60% of the CSRs do that. Trainers need to focus on the agents with an informal approach. The experts say that it is a very difficult job to undertake a training process in a large group. It is not impossible but the results at the end can be a little unsatisfactory. It is not clear whether an agent is able to grasp the entire knowledge that is being imparted or taught in a session.

Research reveals that the training of CSRs for the call center services can be best when the training is completely informal and one-to-one. This allows the mentor to act as a psychologist and reach the mindsets of the candidate. This make the agent more comfortable in communicating and a positive vibe can be easily specified. If the calling agent is not mentally prepared to enjoy the profession, the responsibilities would always be taken in a negative way. When training is imparted in a group, it is also practically impossible to analyze all of them.

Training is essential to cure the confusions that are created when a newly joined agent joins the call center industry. For many of the new ones, this industry is simple speaking to the customers and handling important inquiries and complaints. But the actual role of the calling agents is somewhat more than this. They have to understand the business processes and imply the interest as per the demands, the management need to instruct these rules so that the functionalities are easily carried. The biggest advantage is that the inter-personal relation is maintained at a higher level with such training and the message is easily carried to the other person.


Keywords: Offshore Call center, Call center outsourcing

By: Pat Symcox

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