If your call center is overseas or employs remote workers, you can still provide them with the call center training they need to excel. Here are a few ways training has gone online and away from in-person group lectures.
Microlearning
Bombarding people with lots of information often isn’t the best choice for learning. Online modules break content into smaller portions so your agents won’t be overwhelmed or zoned out. Breaking down learning into smaller bits also allows agents to learn a little every day or take a short time once a week to complete a module or two.
Make It a Game
Gamifying makes learning fun and encourages learners to keep going, even during repetitive tasks. By gamifying call center sales training, your agents will gain immediate feedback they can build upon while engaging and having fun with the material.
Multimedia Elements
Your agents may have different learning styles and require different methods of learning. Online learning modules take advantage of their format by incorporating various forms of media, such as graphics and videos, into learning. The use of different media also keeps learners engaged.
Training Software
Call center training involves more than just learning the information. You can utilize training software to help your new agents gain experience and monitor their progress. Two examples are:
- Onboarding Tools: New agents can use onboarding tools to gain experience without interacting with real customers. These tools give your new agent scenarios to practice with feedback to help them grow.
- Whisper Caching Tools: Whisper tools allow a new agent and a superior to interact while the new agent is on call with a customer. The customer won’t know, but the superior can provide real-time feedback and advice to build the new agent’s confidence while on call.