Team Leader and Agent Training
We find that the traditional view of training is very much focused on developing new recruits - at both Agent and Team Leader level. RXP are able to help in these areas, but we also believe that there are some key ways in which you can make your training programmes more effective.
Skills Training
It is widely recognised that it is easier to train people on procedures than in underlying Customer Service behaviours and for this reason many organisations train people in what to say rather than how to say it. The missing gap is this approach is skills training.
Our research shows that with call centres, 86% of the information imparted from the agent to the customer on the phone is determined from the tone of the voice of the agent and just 14% from the actual message. For this reason skills training can have a major impact in the performance of your contact centre initially from a quality perspective and the knock on effects of shorter call durations and more assertive agents impacting the operational performance as well.
Team Leader Training
Team Leadership in a contact centre is one of the most challenging (and can be satisfying) roles in today’s business environment. It is a great place to start a career in management. Yet a good team leader is not born that way – they do need to develop their skills.
As with the agent training the transfer of knowledge is most effectively achieved through a workshop environment where the Team Leaders are encouraged to discover for themselves. As a result they would be more likely to utilise these skills in the workplace. However we find that too often Team Leader training is overlooked and agents who are promoted into these positions can be left initially a “sink or swim” situation.
This training section defines a new approach to call centre training:
- by making training more effective through an integrated package of diagnosis, training and coaching;
- through the concept of masterclasses which is part of our strategy of offering Call Centre Managers the ability for 'self help'
