Training Call Center Agents To Be Productive – How To Make It Happen

Call center agents need to be productive when queues build up.
Call center agents need to be productive when queues build up.

There are many ways to make call center agents productive, however how do you train them to do so?  As mentioned, a comprehensive API with multimedia features are a great way to break the ice. Training, is the best way. This ideology transcends the introduction of virtual flow charts or multimedia flow charts that educate many. Call center training goes beyond studying or rehearsing a call center script prepared for call center agents.  This is not an endeavor that includes etiquette and conduct, this is about know-how and making call center agents effortlessly flow through a call. Here is how to train call center agents effectively:

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent

  • Host Online Webinars – Virtual webinars are a great way to walk agents through the basics and then inform them of a new practice, product of service. Virtual webinars are the best way to do this because they can be accessed remotely and cost next to nothing to administer.
  • AHT, FCR and CSAT – Learning the nature of the words: AHT (Average Handle Time), FCR (First Call Resolution) and CSAT (Customer Satisfaction Score) are quintessential for any call center agent. Familiarizing agents with these terms, makes goals clear and their role simplified.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree