Call centers require a contextual training strategy to enable agents with the knowledge and skills to overcome customer issues with compassion and efficiency. Here are a few training methods that allow call center agents to have the skills, knowledge, and confidence to provide helpful, empathetic support to customers.
Call center agents handle a variety of incoming support issues. They are tasked with handling customers with care and empathy, de-escalating situations, and resolving the actual root cause of their problems. According to the 70-20-10 rule of learning, 70% of knowledge and skill acquisition comes from hands-on experiences. But you can’t throw your call center agents to the wolves and let them learn on the fly – this will result in poor customer experiences and slow ticket resolution times. With a tool like Whatfix Mirror, call centers can enable their new agents with hands-on training by creating replica sandbox environments of their support applications and processes. This allows new agents to learn by doing in a simulated application environment—all without risking live customer interactions. With Mirror, quickly clone your call center software application and tasks into a sandbox application. Then, create in-app guided experiences like Task Lists, Flows, and Smart Tips that guide new agents through their contextual tasks, common call center scenarios, and support processes.
Provide Simulated, Hands-On IT Training With Whatfix MirrorWith Whatfix Mirror, create interactive replicas of web applications for virtual hands-on user training without the risks of live software usage.
Microlearning is a type of learning that breaks down learning content into small, bite-sized information modules. It is an effective training technique as learners get to apply the skills immediately after learning, which boosts knowledge retention. Curating short, self-contained modules that contain specific skills and topics is an efficient call center training strategy. For example, a short video on customer interaction followed by a quiz on the same subject can help agents learn and retain better. Microlearning is easily accessible and available on demand. Agents can learn conveniently according to their work schedules, complete modules at their own pace, skip or re-learn a topic, and create a learning schedule that does not hamper their productivity.
Often, call center agents must deal with frustrated customers. Other times, agents will deal with what feels like unwinnable situations. Provide role-play agent training to build agent confidence and prepare them for these uncomfortable situations. In this type of agent training, call center leaders and senior agents lead scenarios that put call center agents in awkward or difficult positions, allowing them the environment to make mistakes, learn, and develop better de-escalation and problem solving skills
Personalizing your call center training programs means suggesting different learning paths for each agent, depending on their professional needs and career goals. It enables employees to take ownership of their learning and development, leading to better engagement and higher interest. Companies can personalize their training programs by creating a pool of relevant training content such as video courses, articles, microlearning courses, etc. depending on the learner’s needs. Implementing a digital adoption platform such as Whatfix enables L&D teams to create in-app learning experiences via engaging formats such as video, slideshows, and PDFs – all while empowering users to achieve proficiency in record time. Whatfix analytics allows teams to make data-driven decisions to understand friction points, segment learners, provide better learning paths, and create more personalized experiences.
Above: In-app employee guidance created with the Whatfix Digital Adoption PlatformWhatfix’s DAP empowers organizations with a no-code editor to create in-app guided flows, onboarding tasklists, pop-ups, tooltips, alerts, reminders, self-help wikis, and more to enable employees to use software better. Enable your employees to become proficient in new applications faster, create interactive process documentation, guide users through process changes, assist employees through infrequent tasks, and provide self-help performance support on your CRM, ERP, HCM, or any desktop, web, or mobile application.
Real-time call center agent support is a critical component of call center agent training, especially if you’re using a BPO call center and need to offer remote training. It refers to the continued training and coaching provided to agents after they have completed their initial training program. Self-help support ensure that agents have the knowledge, skills, and support needed to provide excellent customer service and meet organizational goals. It increases job satisfaction and provides assurance that the employer is invested in their employees’ success and growth. With a DAP like Whatfix, organizations can enable their call center agents with moment of need, real-time support with Self Help. Self Help crawls and aggregates all your call center SOPs, company knowledge, call center scripts, escalation policies, training videos, IT help desk articles, and more into a searchable wiki that overlays on your call center agents’ screen – regardless of you call center software implemented. This enables agents to find answers to their process or support questions without needing to request additional assitance.
As of 2020, Vynz Research valued the global gamification market at $5.3 billion, with a compound average growth rate of 32.7% through 2027. Gamified training incorporates gaming elements such as points and badges into training courses, putting a new spin on workplace learning. It seamlessly engages learners and encourages them to take on repetitive tasks despite the risk of failure. Game elements have the capability to foster creativity and innovation in employees. It makes the training process more engaging and enjoyable for the employees. Feedback cycles also become shorter in a gamified format as employees gain immediate feedback, which they can build and improve upon. Gamification is an excellent call center training strategy because it leverages the natural human desire for competition and achievement while making the training process more interactive and enjoyable.
Above: Enable your employees with contextual user support and accelerate IT adoption with Whatfix's digital adoption platform.
The Whatfix Digital Adoption Platform empowers IT teams to create in-app guidance and self-service user support on all internal desktop, web, and mobile applications. Enable employees with Self Help, which overlays onto your CRM, HCM, ERP, CPQ, and other digital workplace applications. Self Help connects to your process and IT documentation, LMS, video tutorials, onboarding documents, and other IT support-related content to provide employees self-help, at the moment of need. Create additional in-app guidance and pop-ups to contextually guide users through applications and alert them to process changes.