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Call Center Training Activities

Business process outsourcing takes advantage of external cost-effective labor markets in other countries. Many skilled workers live in foreign countries, however, one thing they lack is training. The training program dictates how well the outsourced workforce meets the demands of a company's existing customer base and intended market. Call center training requires activities that make the workers understand the foreign market's culture and specifications about the product that the company is selling.

 Customer-Oriented Training
- Call center employees work toward serving a specific customer need. Interacting with customers is an acquired skill. Since the agents will interface with thousands of individuals, designing modules centered around one customer profile will result in low interaction scores. Training on customer specifics will require activities that make the future agents understand the customer's culture and then his or her mindset. A trivia game composed of information about American culture and lifestyle can help the trainees imagine the life their customers live and can provide interesting tidbits of information, which they can use for conversation later on. A practice call inculcates necessary listening and soft skills that agents can use to address their customers' complaints.
Product-Centered Training
- The life of a call center is its accounts. Companies who outsource an aspect of its operations like sales or technical problems resolution fund each account. Whatever agents say or do in the calls should aid the promotion of the company's products or services. It is therefore necessary that trainers drill their agents on the specific features of the product. In-depth knowledge of the company's merchandise will help the telesales agents in promoting specific aspects of a product to a customer. An understanding of how a product works helps the agents resolve problems to the satisfaction of customers. Activities revolving around the product can include quizzes or show-and-tell sessions featuring actual samples of the items.
Call-Handling Training
- Aside from being able to identify with customers, there are skills, which enable a call center agent to manage the direction of the call. Left uncontrolled, customers can just while away the time by either venting or chatting excessively. A seasoned agent can bring the call back on track without being rude to the customer. Activities that hone the listening and probing skills of the agent will help them in actual calls later on. Fellow trainees can act the part of customers and they can describe their issues as vaguely as they could while putting in telling details to help the agent piece the clues together. Complaint-handling skills help agents defuse situations, which may retain or lose a customer. Trainers should prepare activities that build the confidence of the agents and help them put harsh statements in perspective.

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