Free Video Converter Without Installation Services more. Call center software isn’t just used to manage a call center. There are a number of features that can be used as training tools for your agents.

Three complete training programs for call center agents a full set of professional call center agent development programs.

In this article, we’ll talk about three aspects of call center software that double as a training resource for your call center. Playback your recorded calls is one of the most popular features available on call center software. Most call centers use it to keep track of customer requests but have you considered using it as a training tool? Here at AVOXI, our sales team listens to past calls in their weekly meetings. By listening to these call recordings, the sales team can analyze their sales pitch, understand the perspective of the customer on the other line and listen for areas of the call that could use some improvement. Listen in on current calls For managers looking for other training opportunities, is a very useful tool.

With this feature, managers can listen in on an agent’s live call. This is an extremely useful training cool because it allows a manager to give instant feedback after a call. It’s easier to provide feedback or give a critique right after the phone call so live monitoring becomes an amazing training tool.

Analyze call reports Call center software comes with a number of reports that allow you to analyze almost anything. You can see how long your agents are on the phone, which agent takes the most phone calls and even see what time of the day your customers call the most. You can use these reports as part of your on-going training. For instance, you can encourage employees who take less calls to take on more of the work-load. You can always train employees to close sales or help a customer in a more productive amount of time.

Call center software takes on many roles in an active call center. Are you using it to it’s fullest capability? See if these training tools would be a helpful addition to your current training process. With the right tools, your employees will be ready to take on any challenge thrown at them.

Frequent change is a way of life for the call center. Call center managers are challenged to train and re-train amid a fairly high turnover. You ramp up new employees, contractors, vendors, and partners. You adapt across time zones and cultures to do business. You reorganize, introduce new technology, start new projects, replace retiring workers and take on new customers.

With every change, you need to identify those who 'know,' those who 'need to know,' what information needs to be shared and how that will happen. Read this sample chapter to learn how. Chapter 10: Peer Mentoring in Practice Primary peer mentor cross training an existing employee If you're cross training an existing employee so that you can take a vacation without your beeper or just reduce the number of times you're called in the middle of the night, you probably have someone with a baseline of skills. There are still some important tools to introduce: • The existing employee still needs a peer mentor so she knows whom to emulate. • This apprentice needs a Training Plan to make sure she knows which skills to build, in what order, and by when. • She needs a First Meeting to ensure that everyone is clear about expectations.

Cummins Calterm Iii Keygens. This meeting 'deputizes' a primary mentor to lead the relationship and helps clarify the expected outcomes for the apprentice. It is especially important to manage expectations with cross training because the assumptions people make could be all over the map. Remember, the heart of most frustrations is unmet expectations. Primary peer mentor training an 'extended' team member If you're who doesn't work for your manager, either because they work in another part of your company, are an outsource partner, or are a client partner, you can use these tools to get off on the right foot and manage the relationship successfully. • Use the Role Definition Worksheet with your manager to better understand what is expected of you. • Be sure to set up a First Meeting that includes you, your manager, your apprentice, and his manager.

It doesn't have to be a lengthy meeting, but it is a great time to test assumptions and clarify a plan. • Be sure that you fill out the Training Plan and discuss it with your apprentice to make sure you both agree on the skill set you're transferring. Because you're not working for the same manager, there is another variable: the other manager. That 'other' manager makes all of this up-front work even more important. As the peer mentor, you can help reduce surprises and problems by using this framework. Silo peer mentor If you are a subject matter expert, the most important thing you need to do is understand what your manager and team expect of you so you can deliver it. • Use the Role Definition Worksheet to clarify expectations with your manager.

Be sure to address whether you're actively mentoring your apprentices or just passively making yourself available. • Use the Training Plan to clarify which skills you're expected to be able to teach. • Use the First Meeting to meet with your manager and apprentice(s). Be sure to clarify in this meeting whether you're actively pursuing your apprentices and ensuring they learn from you or passively waiting for them to come to you. • Customize the Training Plan for each of your apprentices.

• Use the Telling About Yourself Worksheet to ensure that you can be available to your apprentices and still get your 'day job' done. • Silo mentors are often problem solvers. Be sure to introduce the Anatomy of a Problem-Solving Question Worksheet. Remember that as a silo mentor you often have responsibility for the consistency of your team's quality within your specialty.

Use these tools to clarify exactly what that means so you can stay on top of it.