A competent approach to operator training plays a very important role in how effective the results of a call center are. In fact, the lion’s share of success of any modern contact center depends on how easy and interesting the necessary information is presented to them. At the same time, such a direction as training, contains a lot of options, or rather ways, and which of them will be more optimal, it becomes obvious to the management of the call center not immediately. Well, let’s list the main options for training operators, which are currently used by various call centers, the advantages and disadvantages of which will help to determine your choice.
Professional trainer or a group of trainers
This option of operator training involves a fairly dense program that is delivered to specialists by a professional trainer or a group of trainers. The trainer himself develops the program, and at the end of training makes a cut of knowledge, determining how well the material was learned by the operator. Such a trainer is both a psychologist and an educator, but it is also important to pay attention to the fact that he should also be a practitioner. It is not easy to find such a specialist: there are many trainers who are not really familiar with the practical side of the issue, which can bring a certain destructive element to the training process. In addition, such training gives little time to the nuances of working with software, which is especially important for operators without experience. The positive side of this approach to operator training is that the immediate team leader is relieved of the need for training and can focus on his or her direct duties. However, if the trainer has no practical experience, the downside is that at the first constructive questions from the operators, he or she may not give the right answer, thus confusing the entire group. Therefore, if you manage to find a trainer with practical experience, you should seriously consider inviting him to work in a call center on a permanent basis. Such specialists are extremely valuable.
Training operators by a team leader and a trainer
This approach implies the division of training into theoretical knowledge and practical knowledge, namely: the trainer prepares the program and teaches operators telephone etiquette, skills of working with objections and so on, and the team leader teaches the product and processes inside the call center. At first glance, this approach to training operators seems very attractive, because in addition to the fact that each trainer will teach directly what he knows best, it also allows the team leader to understand the perspectives of each employee, and to say goodbye to those of them who do not want to learn, at the earliest stages. This is a big plus, as the team leader is fully responsible for his subordinates, and it will be difficult for him to work with such employees further. At the same time, there is a disadvantage – during the training there will be no one to perform the duties of the head of the operators, which may lead to disruptions in the work process.
Training operators as they work
This approach does not involve special group classes and lectures in separate rooms. Call center employees in this system are trained by senior operators or senior specialists, as well as team leaders. Call centers with this type of operator training do not have a full-time trainer. This approach allows call centers to save money on special training programs, however, it seems to be an advantage only at first glance. For example, call center specialists responsible for training newly hired operators may misjudge the amount of information that should be presented, as well as present information in an unstructured manner, incorrectly distributing accents. Of course, in this case, experienced employees with a lot of practical knowledge work with newcomers, however, this does not mean that teachers work with novice specialists. In addition, being used to the practical application of their knowledge, such employees may make mistakes in the theoretical material and moreover – voice outdated or incomplete information, supporting all this with old methodological manuals. Such training of operators will be fraught with certain gaps in the knowledge of new specialists, unless a special training program is established in advance, which will be followed by senior operators and team leaders. There will still be the issue of replacing these employees during training periods, which should also be considered when selecting this training method.
What is the best option for training?
So, summing up, it is worth emphasizing that call center training should be conducted by professionals. Thus, this function is undoubtedly best entrusted to a trainer, who, among other things, has practical experience of working in a call center. At the same time, do not think that you will be able to “grow” a coach yourself – in this case, you are likely to get a mentor. In contrast, a professional trainer must be highly qualified, have a special training program for operators. It is also important that he works in the call center on a permanent basis. Managers should pay attention to the practical application of skills and materials learned during training. The variant when operators are trained by senior call center specialists is acceptable at the initial stage of call center development or for very small contact centers with a small set of functions. It is always worth remembering that professional development of employees through various training programs or trainings outside the company will help in their professional development, which will have a positive impact on improving the quality of the call center as a whole.