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Elevate Your Agent Training Sessions

Matt Grofsky, Ytel |  

Coaching agents is a crucial part of the job for call center managers, but that doesn't mean it has to be a nuisance. Coaching and guidance can go a long way for agents of all skill levels; everyone can learn something from someone in this industry! We're sharing a couple tips on how to elevate your training sessions to include company goals, using the technology you sell, and much more. Don't miss this one! 

Coaching agents is a crucial part of the job for call center managers, but that doesn't mean it has to be a nuisance. Coaching and guidance can go a long way for agents of all skill levels; everyone can learn something from someone in this industry! We're sharing a couple tips on how to elevate your training sessions to include company goals, using the technology you sell, and much more. Don't miss this one! 

Link Training to KPIs

Agents can't aim for goals to reach without clearly understanding what your company's KPI (key performance indicators) are. Here's a post on basic KPIs that businesses use to establish how they'll measure business growth, revenue adjustments, improvements, and more. With these in mind, your agents will understand exactly what they're working towards, and how to get there. With everyone on the same page this way, your agents will be able to elevate their methods of delivery, sales, customer service, etc. 

Train with the Features You Sell 

You offer call recordings and Whisper or Barge features, so why not use them on your agent trainings? Call recording will help delve into the improvements your agents can make, simply by listening to the calls they're taking currently and focusing in on the mistakes they're making (if any). Learn more about the biggest benefits and best practices of call recordings here! 

Role Play

Everyone has different ways of learning and understanding information. In the call center environment, role play is a comprehensive method of teaching agents exactly what they should and shouldn't be doing in call situations. Role play a scenario, making your agent the customer on the phone, and you the agent. Once the agent understands what to say in each situation, switch roles. Allow your agents to tweak their approach as they become more comfortable and aware of each scenario.  

Acknowledge the Roadblocks

As a manager, acknowledging the weaknesses of your agents is just one part of the job. There might be some troubleshooting required in order to find workarounds, but no agent (or manager!) is perfect. If your agent voices their preference on handling strictly inbound calls vs. dialing out, see if that's something you can make happen for them. Removing grievances from your agent's every day lives will work wonders for their performance and overall job happiness. 

Follow Up Trainings & Evaluations

Agent training truly never ends! In a world where technology and the demands of customers is constantly growing and evolving, your team will always be learning new methods to use, on trainings and calls, different approaches to handle customers, and new techniques to handle inbound or outbound calls. Evaluating their progress is a key way to help them improve in particular areas, so don't sell them short on this part!

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About The Author

Matt Grofsky, Ytel

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Matt provides Ytel with avenues to do things different. As a software developer with close to 20 years experience, Matt is aggressive on deliverables and is able to get projects done. Matt is a successful inventor and has been founding companies with Nick for the past 15 years.


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