The success of a BPO and efficiency of Call Center employees mostly depend on the Training they have been provided.
It is important to assess the needs of a call center before training is imparted to the employees. It is important to check the telecommunications systems and find out if there are enough working phone lines to handle the many incoming calls, else even proper training can do no good to the organization.
Training is considered to be successful if it supports the call center’s business objectives. Note that training benefits can be increased with follow-up or Ongoing Coaching. Many call centers think that after training is provided, the employees will show remarkable improvement in performance, but that’s not how it works. There is no magic. This is where following up and ongoing coaching come into play, since learning that is not reinforced with the first 2 months tend to drop by 80%.
Training is actually an investment in the business, and should be holistic, integrated and reflect long-term planning. Once training has been provided, the call center should measure the results; it’s necessary to find out if employees are improving on their work.
Training is actually an investment in the business, and should be holistic, integrated and reflect long-term planning. Once training has been provided, the call center should measure the results; it’s necessary to find out if employees are improving on their work.
This post first appeared on Call Center Events: BPO Company Enters Training Pa, please read the originial post: here
