You’ve just graduated from the classroom to the operations floor at a contact centre and you’re ready to hit the dialler. You are super confident that you’re going to out-perform your colleagues because you had an excellent grasp of the product/service, got along well with the other trainees and enjoyed the training. However, after 2 days of working the dialler clearly this isn’t the case. There are missing links between training and operations within the call centre environment that’s generally overlooked – let’s explore some of them:
Not adequately trained – This can be due to poor alignment between trainers and team managers on the operations floor and can lead to poor performance and an increase in the rate of attrition. Training should not be done for the sake of training but more along the lines of developing and progressing people, improving performance, and revenue. Before every training session trainers and evaluators need to have a sit down with Team managers to discuss developments and changes to the product/service, to identify improved sales techniques and ways to align the training material. Additionally, the operations floor need to have key measurements in place that evaluate employees performance after training.
Lack of on-floor support – A new sales agent is at the infancy stage of his/her career cycle and should be given all the support that is required. Sales performance is important to the sustainability of the business however, the emotional well being of employees is just as important. Performance via people can be achieved with the support of trainers, team managers and an on-floor coach. Placing emphasis on employees during the early stage at the organization can boost employee morale and inevitably improve productivity.
Limited knowledge on Call centre Technology – Do your employees understand the back-end process of how they get the calls to their desktop and the technologies that enable them to handle their calls more effectively? Performance through education is key to success – trainees need to thoroughly understand the systems they will be using, how data works and how this works in tandem with the product/service they will be marketing. Systems training is a big part of training and should not be rushed.