Use Customers As obvious as it may seem, it’s still worth mentioning that customer feedback is the primary foundation of customer service employee training. It presents a clear picture of your current communication issues with your clients. You should analyze it and assign training programs accordingly.
For example, if many of your customers say that Use Customers
conversations with agents take too long, you should first figure out what causes the issue. Agents might be having difficulty working with the software. There can be poor communication between departments, leading to a longer time to resolve some issues. Or call center agents simply don’t have explicit instruction on the average handling time, so they don’t even think that a call takes longer than needed. You can solve any issues connected with employees’ skills and knowledge with corporate training. Just identify the training needs based on customer feedback and develop the training programs that are needed.
Besides, you can build cases from R&D Directors Email Lists customer responses, create role-plays, and play them out during training sessions. This leads us to the next tip.
3. Use Call Center Games Use Customers
Games are great. Don’t believe anything different. They are one of the oldest teaching methods for increasing trainee engagement rapidly. And only when trainees are engaged can we seriously speak of any effectiveness from training. Fortunately, customer service training receives a powerful arsenal of call center games and game-like activities that you can choose from and use to upskill employees.
Let’s take a look at one such game – role-play. There’s probably no safer way to train communication skills than to practice with mock-ups of real-life scenarios in a risk-free environment. You can take actual cases from your customer service experience and turn them into role-plays that new hires will take to gain new knowledge and skills without negatively impacting your brand.
There are two ways to conduct a role-play:
Traditional role-play takes place face to face. You need to assign roles to agents based on the scenario that you’ll practice, explain the rules, and let them play it out. After the session, you can discuss the pros and cons of the approach used by the agent and offer some other options if needed.
Online interactive role-play
An interactive role-play works in a similar manner, but you don’t need to gather your team and distract them from their work. Everything happens online, and only one person is involved. Here’s how it works: a trainee sees a customer’s character, who is calling to solve their issue. The trainee has various reply options, and the training program progresses based on their choice. A role-play can look like this:
The result is either negative (when a customer’s Use Customers
issue isn’t resolved) or positive (when an agent manages to handle the customer’s issue). You can add other results, too. For example, an agent can solve the issue in a way that will negatively impact the brand. Your feedback will help agents realize their mistakes and reinforce correct actions.
Most authoring tools that let you create role-plays require coding skills, but there are some easy-to-use tools like iSpring Suite that even those with no experience or technical skills can use without any trouble. By the way, iSpring Learn comes bundled with iSpring Suite, thus providing you with an all-in-one solution for creating interactive online training content, delivering it to trainees, and tracking their progress.