Blended call center is not a walk in the park. There is a misconception that working in inbound and outbound call operations does not require that much skills. However, dealing with customers with varying emotions and problems is never an easy task.
To be able to deliver top quality services despite unpleasant circumstances requires skills and talent. Which agents may naturally have but training further enhances them or brings them into light.
Here we discuss the best practices that a blended call center provides agents for to ensure quality services.
The workforce of a blended call center is composed of different professionals from different backgrounds. Not to mention, different emotional and mental makeup.
This diversity is often advantageous for this type of service as it can bring new and different perspectives on how to approach customers. However, diversity also means each employee possesses different knowledge levels and skills.
That is why call center training caters to address these differences and thus include various training content types. These techniques may include text, graphics and video. Some agents learn easily when they are proactive while others prefer reading text instructions.
Discussion forums are another step towards personalization as well. As blended call center agents can share their own experiences during the training.
Dealing with customers in theory is never enough. That is why practical and consistent practice in dealing with customers before they hit the operations floor.
This is possible through incorporation of realistic scenarios, role plays and case studies during training.
This technique often includes case studies, recordings from real interactions from blended call center interactions, and realistic simulations.
These teach inbound and outbound call operations agents to become better in decision-making skills. As well as provide space to learn from mistakes without compromising the customer.
The power of social learning leans on learning through peers and training materials. This provides an engaging training experience with lasting impact. Outside the training stage, this can continue through the establishment of mentorship relationships between experienced agents and new hires.
The buddy system is also effective to keep agents accountable for practicing what they have learned during the training onto the operations floor.
The training for blended call center agents is more effective when they understand why the training is important in the job. This is for customers and for their own personal growth. With that purpose, they should be aware of their Key Performance Indicators (KPIs) and these KPIs should be connected to their own personal gains.
When they understand their KPIs and how it contributes to their personal goals, it helps them to stay motivated and more engaged. Which could translate to positive results during the campaign for your business.
We have been serving a diverse pool of businesses across different industry verticals. Yet our service delivery remains the same: top quality customer service guaranteed!
Inbound Call Center Philippines is here to provide the best and secured inbound and outbound call operations as we are ISO 27001-certified and HIPAA-compliant.
Contact us today and let us help you set up the perfect blended call center for you!