Training is a key part of call center culture. Before any process begins, there are rigorous trainings that familiarize employees with details of the particular process.
However, one of the first training is what happens immediately after induction. In general, the call center industry also welcomes talented, inexperienced people who are fresh. Participation in the contact center is not just work but also a first job.
Going to a business environment directly from high school is not a cakewalk. One must have access to the discipline expected in the workplace and must understand the importance of zero error within the time
In this scenario, a regular training that explains key areas (KRA) is not enough. What is needed is the training of newly recruited agents to understand and enjoy their work. Below is a list of the modules that need to be provided to these agents:
1. Importance of the BPO industry
You must tell your employees that they are now part of the fastest growing industry in the world. Cost-effective offshore call centers benefit customers all over the world. Every hour of the call center's work contributes to shrinking our world and transforming it into a truly global wall. They need to know the multitude of opportunities offered by the industry.
2. Significance of the agent's role
Employees must recognize the importance of the Call Center Agent. Each time someone calls the 911 emergency call number, it's a Call Center Agent who responds and acts. Every time a customer has a problem with a product stalled, the agent provides customer service and plays a role in the name of the business. So this is a job that requires you to be responsible, calm and the solution provider. It is no foolish task to answer the phones. So we have to take the profession seriously and do not have to deal with the attitude that "I have to pay something to my accounts until I find a real job". This meeting is important for brokers to respect the profession to be proud of working in a call center. The Importance of Performance of KRAs
Employees need to be aware of their work and their performance closely monitored. Attention should be drawn from any tracking system that evaluates their performance. It should be said that each call is recorded and each interaction is scanned. But at the same time they should not intimidate the big brother as the observation systems.
After educating agents, these three aspects will certainly become more and more concentrated and more efficient workers.
Source by sbobet