Call simulations or doing mock calls are often done during recruitment and training. It is an effective way of helping agents get more comfortable and ready for a live call. This is why the environment for them to do the simulation is important. You would all agree that this is the case, but reality doesn’t show proof of that.
Several contact centers always prioritize the operations floor, as this is tied to revenue. One thing missing is an area where they can do mock calls. In the absence of such, they are then done in complete view of other employees or other trainees.
This is not recommended because you raise their anxiety level and they feel more nervous than ever. If this is for assessment purposes or even for practice, you will not be able to see their true abilities when handling a call. Eventually, they will fail.
Make sure there is a small room that simulates a cubicle when they are on the production floor. Place it in an area where they feel comfortable and away from distractions. Also, don’t make the next one wait for their turn outside the door.
Comment Preview