Call Center Resources: Leadership Training
June 17, 2010 by Gail
Filed under Call Center Metrics, Call Center Resources, Call Center Training, call center
When Call Center managers gather to talk about what Call Center resources are necessary to run a successful Call Center, the discussion inevitably turns to the Leadership and Leadership Training.
While that is probably no surprise to most managers reading this post, what may be a pleasant surprise is the Leadership Training material that is being offered at our partner site: Call Center Leadership Training.
Take a look at our video to find out more about the Call Center Leadership Training that is available.
This training program consists of 15 modules with the first being “The Role of a Supervisor.”
By signing up today FREE, you’ll gain instant access to Module One: Role of a Supervisor. This is the same exact module That is offered in our “Leading For Results” program.
Training and ROI (Return On Investment)
June 3, 2010 by Gail
Filed under Call Center Training
Training and ROI (Return On Investment)
Statistics consistently reinforce that the biggest challenge in today’s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise–$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?
Research has been making a case for how spending in human performance areas such as training, translates into bottom line growth. Accenture’s study on the impact of training on ROI has some interesting results. (Smith, David. Y. and Waddington, Ted. Running Training Like a Business: Determining the Return on Investment of Your Learning Programs, Outlook Point of View, March 2003.)
5 Crucial Factors In Call Center Management
May 1, 2010 by Gail
Filed under Call Center Manager
Call centers spring up everywhere. It’s the latest hub in business world. These call centers efficiently connect companies and customers wherever they maybe around the globe. From product inquiries to technical support, call centers offers varying services. It can accept calls from customers ( inbound) as well as initiate calls (outbound). Some call centers even do both.
At the heart of a call center industry lies the wonder of proprietary technology and keen management. If you plan to put up a call center or have been called up to supervise one , here’s some crucial management factors you should know :
Tips to Promote Employee Training in the Workplace
April 22, 2010 by Gail
Filed under Call Center Training
Employee training is not viewed the same by every company. Some companies make it a goal to find employees that already have a specific set of skills prior to hiring them on board. Although employees may have the skills or have said they did when you hired them, you cannot expect their knowledge to continue as technology does without ongoing training. Many people do not have time or money to attend training on their own time. The best thing a company can do is provide employee training for things like software, management, and even quality control on a continuous basis.
If you need to convince management that you need to dip into the budget for employee training there are many things to consider. The biggest problem many people find they are up against is that the organization might view training as an expense. Training might usually be the first thing cut from the budget. Training is not an expense.
Presentation Skills – How to Generate Group Discussions
March 8, 2010 by Gail
Filed under Call Center Training
Mike Aoki wrote this article awhile back but his tips on getting participation during presentations are right up to date.
Boy, did I look stupid! I was facilitating my first sales training class back in 1994. The course had 30 minutes earmarked for a group discussion. So I asked, “Does anybody have a question?”
You could hear a pin drop. The room was silent except for the rapid beating of my heart. So I asked, “What’s your best technique for selling accessories?” That generated a dozen answers. We soon had an enthusiastic discussion about sales techniques.
By asking better questions, I was able to generate a great group discussion.
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Push that Agent from the Nest!
March 11, 2009 by Admin
Filed under Call Center Training
7 ways to tell if you have left a newbie to long in the nesting area. By Gail Yahner
Call Center Nesting: 1 : the transition period between class room training and graduation to a production floor team. During this time, new agents take calls in a “sheltered” environment with additional support staff to assist and provide feedback.
It’s time to push that agent from nest!
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How to Tell if HR Hired the Wrong Person
March 6, 2009 by Admin
Filed under Call Center Training
By Gail Yahner with special thanks to Sherry Beasley
It’s Monday and your new class is set to arrive and begin day 1 of training.
You have high hopes for this class as the new hiring recruiter; the one with the innovative hiring practices has personally hired this class of 22 agents. Your assistant trainer is pacing the class room floor in anticipation. At ten minutes to 8- they start walking through the door, all fresh faced and ready. You smile and welcome each of them as your heart drops to your stomach as you start calculating your attrition rate for the class.
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The Power of the HOOK
March 6, 2009 by Admin
Filed under Call Center Training
What is a Hook?
In the literature on learning and presenting, hooks have many names. These include “opening gambits,” “advance organizers”, “ideational scaffolding” and “motivational sets.” (Weissman, 2003, Shulman, 1986, Bruning, 1995.) A hook is “an umbrella statement, activity or question that provides a conceptual link between the learner’s existing knowledge and the new learning.” (Ausubel, 1968.) By using a hook, the trainer or presenter gives participants the opportunity to use their brains immediately-and when their brains are engaged, so are they.
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Role of the Trainer – Engagement
March 6, 2009 by Admin
Filed under Call Center Training
Trainers can achieve engagement in many ways, from encouraging participation to sharing personal experiences and interactive activities. How the trainer encourages engagement is very important, but we can’t lose sight of the value this type of engagement brings to each training intervention.
First, highly engaged participants will have higher levels of retention. It’s easy to impart knowledge to a group of participants in a factual, or even dry, way. Some adults do retain facts and trivia, but many do not. Using engaging techniques during training will create an intellectual anchor to the material being learned. When participants go back to the job and must use the information they’ve gained, that mental anchor will kick in because of the activity surrounding it.
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Why Training Metrics Are Important
March 6, 2009 by Admin
Filed under Call Center Metrics
Many companies invest a lot of their time and resources on their people. Training programs are often organized to expand the knowledge and skills of employees. To evaluate how effective these programs are, training metrics are developed.
Training is commonly described as the process of acquiring knowledge, competencies and skills. At present, many have recognized the fact that sufficient investments should be allotted for training programs or professional development programs in order to get more productivity from the workforce. Training can be classified as off-the-job or on-the-job training. Venues for off-the-job trainings are usually away from the normal workplace. This is advantageous since trainees are more able to concentrate on the training material this way. Meanwhile, on-the-job training is given within the workplace and usually involves the use of actual equipment, tools, and documents. This kind of training is said to be more effective for vocational trainings.
