No amount of technology can make up for poor customer service. Often, people remember brands not for how impressive their tech tools are but for how great their services are. This means that before investing in advanced solutions, brands must first place emphasis on improving agents’ customer service skills.
The employee training you’ll be implementing, however, must target only the exact needs of your staff. To design an effective training program, your methods should match the topic and the skills you want your agents to improve upon. Every session must be interactive, allowing agents to pitch in suggestions and talk freely.
For your bilingual call center, here are five effective training methods you can make use of.
If your goal is performance improvement through information retention, storytelling is one of the most effective training methods. Stories are more memorable than facts alone, because they make an impact to one’s emotions. By using relevant, real-life examples, trainees can better understand potential problems that may arise during transactions. The training facilitator may also encourage agents to share their own experiences in dealing with customers.
2. Video conferencing
If your bilingual call center is outsourced and you want to get in touch with your team, video conferencing is a great way to do so. It not only gives brand managers more control over how their customer support is being executed, but it also lets agents feel that they’re a valuable part of the company they represent. This boosts employee engagement and therefore leads to better performance. During video conferences, the facilitator can either conduct a class or share relevant insights with the team.
3. Role playing
Role playing is one of the most widely used customer service training methods, and it’s also among the most effective ones. Through scenarios that resemble real-life situations, agents can quickly learn how they should act and respond to different types of customers. Trainers can consider this a form of practice for agents, as it’s a learning-by-doing type of method. Role playing can also be used to assess whether trainees are capable of applying what they’ve learned during the classes.
Demonstrations are particularly useful when teaching agents how to use a new software or product. For this, a subject matter expert or a seasoned employee must conduct the demo. To make sure that everyone understands what’s being discussed, consider the size of the audience. Large groups may be divided into smaller batches for easier class management.
5. Small group discussions
Small group discussions are another effective method of employee training. Usually, trainers place agents in small groups and ask them to talk about case studies and then present their ideas to the class. Aside from helping improve agents’ customer service skills, this method boosts teamwork and communication among employees.