Contact Center Training: A Guide for 2021

Working with many customers across the world has allowed CH Consulting Group to amass an impressive amount of knowledge when it comes to the business management of call centers and call center training as we provide expert guidance with proven results.

What sets us apart from our competitors is the quality of service that we provide, as well as the affordability of our global consulting program.

We can offer you the same expert guidance utilizing our tried and tested methods of call center training with a multidisciplinary approach that integrates the core principles of call center operations to provide a solid and functional infrastructure in key areas such as: 

• Training
• Management  
• Recruitment

Training is a vital component of any business and developing the skills of each and every staff member will not only provide a better customer experience but will help retain employees. This is made possible as both workforce and employee management optimize performance, saving both time and money, and identifying the right employees which are crucial for enhancing the overall workflow.

Employee Training

Both new and ongoing skill development and training are a vital part of any business and your contact center is no different. Providing the necessary training for a given role will increase the effectiveness of any agent who, in turn, is then able to provide a better customer experience to your callers. Should agents not be effectively trained to use all tools provided to them then you run the risk of detracting from a satisfactory customer experience which only serves to damage your business.

While some tools can be replaced or upgraded, others are necessary but might not be the easiest to use. By identifying areas of opportunity we can develop a comprehensive training platform of custom materials from which an employee can learn, grow and adapt. This will then increase employee happiness and in turn, retaining the employee resulting in stable productivity and cost-saving.

Workforce Management 

An efficient WFM model is crucial for any company as the actions of management will have a  direct impact on the business as a whole. All too often revenue is lost, sometimes to such an extent that businesses need to close, because of a poorly conceived workforce management system. By working with your contact center we can save you time and money through our workforce optimization strategy.

Some of the problems associated with a poor WFM include lost accounts, lost employees, and lost customers, any of which is damaging to your company. There are multiple methods for developing a strong WFM program that aligns with best industry practices. Some of the most effective of these might include such things as employee motivation, identifying risk, future-proofing and appealing to key demographics.

Selective Recruitment

Of course, a business cannot be sustained without the right employees with strong motivation, ethics, morals, and the willingness to work hard for you. We can help to source and screen viable potential employees for any position at your business through our reputable connections in the contact center industry that can provide us with the resumes of skilled workers for your business.

Following that, interviews either in-person, panel, or via remote video can be arranged as part of the recruitment process in order to identify individuals with the key attributes coveted by your company. These are also employees who are most likely to retain their position which has been directly linked to company growth when implemented correctly alongside departmental restructuring.

If you want to know more about how to increase the productivity of your call center, Click here.