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Call Center Training
Typical
Call Center Issues-Sound Familiar?
While every situation is different, call center clients
typically face these kinds of challenges:
- Training
takes too long and costs too much-and new hires still
can't perform until they've spent weeks learning on
the job while making costly mistakes
- Our
call center locations all operate differently-this
lack of consistency causes a whole range of operational
problems
- There
are other issues besides the lack of skill that get
in the way of our agents performing at the level the
organization requires
CEP's
Comprehensive Solutions Target Performance, Including
(but not limited to) Training
We
start by explicitly defining performance expectations
for the job. We not only identify all of the specific
tasks for the job, we also help you agree on criteria
for performance.
We
look at and recommend solutions for all the barriers
to performance, including skills, motivational and environmental
obstacles. Skills alone are not enough. Call center
agents must have the motivation, the tools, and the
resources they need to perform. We will help you identify
fast-fixes that you can implement immediately as well
as long term solutions.
We
design and develop a program based on your agreed upon
best practices. We have processes for helping you
identify the best operating practices for each task
call center agents must perform. We use your exemplary
performers as the model and help you close the gap between
typical and best performers.
We
get new call center agents practicing immediately.
Knowledge and practice are totally integrated. New agents
focus their practice on the most typical kinds of calls
they will face on the job so that they can handle these
to expectation on day one after training.
We
reduce training time and training costs, while increasing
new hire proficiency. We look for the most lean
and efficient ways to make sure call center agents have
the skills needed to meet management expectations. This
includes extensive use of job aids, structured on the
job training, and other methods that can often take
the place of traditional classroom training.
A
Call Center Case Study
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