How,Train,Call,Center,Agent,fo communication How To Train Call Center Agent for Better Customer Support!
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The agents are thepillars of a call center and play an outstanding role in defining theorganizations CRM strategy. The training process of the new comersin a call center can vary in accordance with the business processes.But, the basic aims and objectives behind the training is always 'Effective Communication Skill.' Hereare few of the techniques that are used to train the employees beforestarting any of their calling processes: Explainingthe Company Overview : The role played by a trainer will decidethe future of the calling agents. Explain all the matters that arerelated to the organization so that the agents can have a goodperspective towards working for the common goal of the organization.Show them the work-flow of the systems; they would be doing in favorof them. Moreover, the agents should be well aware of all the basicdetails that are taking place within the organization. Allowing themunderstanding the underlying business will help them co-operate inthe actual business process carried within call center services. Soft-skillsTraining : Soft-skills plays a vital role in BPO. The commandingconversation over telephone is always supported by a good command ofthe language. Therefore, a trainer needs to dedicate their effort insuch a manner that the calling agents can answer or ask any matterwithout any hesitation. Customers like to talk to a person who cancommunicate them with all the messages without leaving them confusedor unanswered. Acalling agent needs to develop their skills so that the process ofcommunication in a BPO is complimented with the following traits,mentioned below:TelephoneetiquetteAccent-neutralizationtrainingCustomermanagementTimemanagement & team workCrisisand stress managementAlwaysmake sure that the trainer provides you rigorous training in theabove mentioned areas. HardSkills Training : Soft-skills followed by hard skills will giveyou a better chance of job profile. A proper know-how of all thecomputer fundamentals inspire you to dedicate your interest inpositive manner. Learn the basic tools and shortcuts of MS Word, MSExcel and MS PowerPoint that can assist in implementing your skillsfor easy understanding of VoIP telephone equipment, desktop computer,customer care management applications.Thepractical training rather than a scripted training is much better inproviding a realistic ambiance. If a calling agent caller isinstructed with a real telephonic conversation, a trainer can easilypoint out the areas where the calling agent is lagging behind. Askthem to practice the calls within their colleagues until and unlessthe process is transparent. ProvidingInstructions Manual : There are many aspects when a calling agentto learn the phrases and words that are a part of telephoneetiquette. It is advisable to the trainers that they provide themwith soft copies and instruction manuals so that they can take adirect help during the conversation process. Never try to make it tootechnical and lengthy.Itis recommended that the trainers allow the customers to take help ofall the resources that can build their confidence. Whether it isInternet or any book, it is the responsibility of the instructor toprovide them with all the resources that boost their communicationskills. Giving video instructions is a very efficient method to trainthe calling agents. Allthese above mentioned techniques are important to follow whiledelivering an effective training session. Call center outsourcing isa very demanding trend that has influenced the lifestyle of customersupport industry. Better be prepared with the resources because youmay never know when a business proposal is going to knock yourfortune.
How,Train,Call,Center,Agent,fo