E-Learning Call Center Training
Home agents are often self-motivated, quick learners with a strong desire to work independently. A self paced online call center training system can replace the need for premise based training. This is true whether the training period is normally 4 days or 4 weeks. One of the most effective ways to measure the effectiveness of different call center training systems, or different trainers, is to measure agent performance and attrition during the first thirty days after completing the training program.
Work at Home Agent Notification System
This call center training system allows for the easy dissemination of changes in company information. The subject matter module is electronically delivered to the agent's desktop. The agent is required to acknowledge receipt of the module and answer basic questions before they can log into their desktop call applications.
On-Line Call Center Training Classes
This call center training technology allows trainers and supervisors to conduct live online meetings with single or multiple agents in private meeting rooms while making use of both audio visual presentations and slide presentations. This effort can be very low cost through VOIP connections and the results are very effective in delivering consistent call center training and messages.
Creating a Work at Home Agent Community
Many studies have shown that employees are motivated by becoming part of a social structure. For home agents this can be accomplished with proper planning, through online chat, instant messaging, emails and social networks like Twitter, blogs, and Facebook designed for a corporate environment. For home agents these online call center training and communication communities are more effective for communication than the break room or water cooler.
Knowledge Management Call Center Training
A new knowledge management call center training system has recently emerged where instead of requiring agents to search through page after page of information, this call center training system points agents to the exact paragraph or sentence of the company's information required to handle the customer's needs.
Interactive Scripting to Aid Call Center Training
Differences in the natural abilities of agents represent a major and continuous challenge for most call centers. Interactive scripting call center training systems is based on extensive call monitoring. Call flows are developed with accompanying word-for-word modules of the call handling techniques of the very best performing agents, with the pitfalls of the lowest performing agents eliminated. This type of scripting has been perfected to control agent interactions, call handle times, sales performance, first call resolutions, and update databases in real-time.