{"id":10648,"date":"2019-02-07T08:53:30","date_gmt":"2019-02-07T13:53:30","guid":{"rendered":"http:\/\/www.specialtyansweringservice.net\/?p=10648"},"modified":"2019-02-07T08:53:30","modified_gmt":"2019-02-07T13:53:30","slug":"call-center-training-program-part-3-materials-modules","status":"publish","type":"post","link":"https:\/\/www.specialtyansweringservice.net\/call-center-training-program-part-3-materials-modules\/","title":{"rendered":"Call Center Training Program Part 3: Materials and Modules"},"content":{"rendered":"

How do you take classroom training, soft skills essentials<\/a>, role play, and employee shadowing, and turn it into magic when new hires pick up their first call? Have faith in the tools and education that your training team provides before an operator puts on a headset? Yes. Trust that you have hired someone who can utilize those tools in a way that is mutually beneficial for both the call center and your clients? Of course. Effective training and supervision<\/a> are central to all employees\u2019 success. But when was the last time you sat in on your own training? When was the last time you saw an operator receiving supportive, one-on-one coaching for a specific issue? Faith and trust are great. However, seeing is believing.<\/p>\n

A considerable amount of accountability for how things go when a new CSR hits the floor falls on trainers and supervisory staff. If you\u2019re managing a call center, it\u2019s your responsibility to keep things moving like a well-oiled machine. That means you\u2019ll need to check in on team leads, and ensure that floor supervisors are closely monitoring progress by listening in on calls, providing coaching when necessary, tracking Key Performance Indicators, and making themselves available for any questions that may come up during the course of the day. Do new hires know exactly where to find trainers and supervisors when they encounter a problem? Do they fully understand the escalation process if they find themselves in too deep? And is every level of management approachable and ready to listen when issues arise? If the answer is yes to all three of those questions, then CSRs have nowhere to go but up.<\/p>\n

Anyone who has ever worked at a hectic answering service knows that handling hundreds of calls for businesses that you know nothing about will take some getting used to. And it is certainly up to the employee to make the most of what they\u2019ve learned. That being said, we\u2019ve put together one more training element that all new hires should be given the minute they sit at their stations. The job aids below condense a lot of training into a handful of posters that can be pinned up and referenced often, presenting helpful hints when the CSR doesn\u2019t have the answers, when the caller is becoming angry, when empathy is warranted, and more. Having these job aids around for quick reference will enable operators to coach themselves past little hurdles and learn to be as self-sufficient as possible. The more confidence they gain with each call will make magic happen. Maybe not the first day on the job, or even the first week. But with a little patience and the right tools, every operator has the potential for excellence.<\/p>\n

Download Materials For Call Center Training Modules<\/h2>\n

Once you and your staff have gone through the training outlined in the previous installments of this post, the next step to ensure data retention and implication is to provide your staff with a visual guide that they can refer to\u00a0 while at their desks. While it wouldn’t be effective to print out the whole guide, we’ve highlighted certain modules that we feel would be most beneficial to keep handy for quick reference.<\/p>\n

#1. BLAST OFF<\/strong><\/p>\n

Program Materials<\/span><\/strong>: Download and print the Blast Off Poster<\/a> to place on the virtual receptionists’ stations.<\/p>\n