You’ve decided to outsource communications using a call
center in Mexico. Now, you have the challenge of getting your call center
agents ready for their first day. Set them up for success by taking these
steps.
Educate Them About
Your Company
Training should start with educating the agents about your
company. Teach them about the history of your company, like how it started and
why it exists in the first place. Once agents have this understanding, they can
act in accordance with your company’s vision and objectives.
Providing insights on your product or service is
particularly important, because agents can then answer the more difficult
questions. They’ll have some working knowledge and won’t have to waste time
looking up information or consulting with another agent near their cubicle or
office.
New hires may not know what is expected of them, or know
what it takes to be successful in this industry. You can mold them from the
very start by bringing in talented chat agents, who have had years of customer
experience.
Allow these top-performing agents to consult with new
employees, showing them the ropes throughout the first couple of days of
training. They’ll lay the groundwork to help ensure your new staff knows what
is required of them, perhaps even teaching them some tricks of the trade along
the way.
It’s not enough to just hire a team of call center agents to
help your company. You need to train them correctly so that they are capable of
performing, even on their first day.
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