Call Center Agents for Remote Working

Call Center Agents for Remote Working

Are you a high volume call center, looking for innovative ways to train your call center agents for remote working? Well, if you are thinking so, then it’s definitely a welcome move, especially to keep your workforce ready for worst scenarios like Covid-19, when your contact center operations had to completely change overnight. Your competitors have already made this transition, did you? If not, then what’s next? Preparing your call center agents for remote working is a must for any Call center success. Not only does training your call center agents for remote working ensure that you provide a great customer experience 24*7, but you meet their expectations as well that eventually results in increased customer loyalty towards your Call Center

And, it’s high time to explore the ways you can optimize your business operations and help your workforce thrive — not just survive — at a time where work from home is the new norm.

So, what are the technologies you can use to train your call center employees to perform better in a work from home setting? Would like to know – Read this!

  • Technology 1.1: VILT (Virtual Instructor-Led Training) – It’s more like classroom training going online. The only difference is, you don’t have to come to the classroom, you can do it with the web meeting application from the comfort of your home or anywhere you like. 

            Tools Required:

  • Advanced Web Conferencing Tool
  • Instant Messaging App

The best part is, you get more time for training & can record sessions and keep learning by watching videos. You can share screens & ask doubts to the experts online. Upgrading your existing training online will require the least amount of preparation — but it would definitely deliver long term results that would serve in your business interest. 

Technology 1.2: E-Learning Platform- You can train your call center agents, using the e-learning platform. You can develop your own self-paced training courses with high quality videos covering all the concepts and send it to new-joinees for training purposes. They can learn at their own pace, clear doubts, and then appear for the tests to make sure that they are ready for the job.

Tools Required:

  • Proper Learning Management Platform
  • High Quality Video Creation Software for Prepare Online Training Content

With an e-learning platform, you can create a more feasible process that will empower your call center agents to learn on their own.

Technology 1.3: SBT (Scenario-Based Training) – It has a track record of being one of the most effective methods of training, but when it comes to training call center agents in particular, it proves to be more handy. 

The training method involves sharing Word Files or an Online Knowledge Base that helps prepare agents for different scenarios, and what to do when thrown into such situations. This way, they end up getting a hand full of practical knowledge, spending hours studying info instead. 

The more you listen, the more you forget, the more you see, the more you memorize.

And, Scenario-Based Training is the best way to maximize exposure to practical call center experience.

Tools Required:

  • A List of Common Scenarios that in General a Call Center Agent Encounters
  • Previous Client Data 
  • Legitimate Tools for Documentation

When you go with the Scenario-Based Training, you stay sure to have a more effective training program in place that is highly competent and reliable. It enhances the proficiency of agents & boosts their confidence to a great extent. In addition to this, it saves your trainer’s valuable time, by eliminating the task repetitions.

Technology 1.4: Scenario-Based Training with ICF (Interactive Conversation Flows)

It’s just the upgraded version of Option 1.3. It makes use of Interactive Conversation Flows to provide Scenario Based Training that doesn’t require memorization. You can take reference from previous videos to train your contact center agents for different scenarios: 

Here are a few things that you can accomplish with Interactive Conversation Flows:

  • It shows the call center executive what exactly they need to ask, say, and the way they should do it.
  • It guides call center executives to handle complex processes with ease, allowing newbies to perform better, while dealing with complex issues.
  • Using this, you can create different materials for reference. 

Tools Required:

  • A List of Common Scenarios that in General a Call Center Agent Encounters
  • Proper documentation of what exactly they need to ask, say, and the way they should do it.
  • Legitimate Tools for Documentation

Benefits of Having ICF in Your Training Curriculum: 

  • Put simply, very easy to execute
  • Proven to be a great asset during live calls
  • Training purpose
  • Easy to search navigation
  • Help you quickly adapt to the new norms, and maintain workflow

The best way to survive against the odds is to be prepared for it. And, keeping your Call Center Agents ready for Remote Working is the first & foremost thing that you need to do as a modern day contact center owner. By striking a perfect balance between various methods you choose, you can maintain productivity right now and be better prepared to adapt to the new changes.

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