Ongoing training not only helps call center agents do their job better, but education in itself can improve employee morale. Ken Wisnefski, president of VendorSeek, shares several ideas for increasing the "knowledge base" in your call center:
Frequently educate employees and provide opportunities for future learning through seminars, workshops, classes, etc. These can be held onsite or off the company’s campus. Technology and trends often progress in the call center industry, so employees need to be updated. Employees will enjoy the opportunities to augment their job knowledge.
Team building activities and mentor programs are two more ways to support learning and company growth. Team building exercises give the employees a chance to work together and learn more about one another, and mentor programs provides opportunities for workers with experience to bestow their knowledge on younger workers.
For further reading: see our call center training archives. MaraStar Communications has created some cute animated cartoons that reinforce basic customer service job skills. I liked the one about putting customers on hold. As the waiting caller grows cobwebs and a beard, the recording says, "Thank you for continuing to hold. If you'd like us to contact your family to let them know you're all right, press 1."
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