Here's how you can efficiently train new employees in call center procedures and protocols.

Role playing exercises are vital to establishing a framework from what they have already learned. It’s the crawl, walk, run mentality. Teach them how to do it, teach to understanding. Teach to the concepts. Show them how. Then apply those concepts through hands on approaches.. IE role playing. Eventually leading to your mentorship program. Which is essential to bringing home the training the participants just received. Your mentor program should be highly aligned with your training program to strengthen the foundation of learning.

Funcionários de "call center" devem possuir os requisitos essenciais ao oficio: Paciência, educa??o, comunica??o clara, objetiva e ter conhecimentos técnicos sobre o produto da empresa. Esse é o aspecto subjetivo. Feito isso, o colaborador deve receber treinamento teórico e prático sobre o sistema operacional, as tecnologias utilizadas, as normas de conduta e os valores da empresa. O colaborador deve aprender sobre os protocolos que deve seguir, inclusive para se prevenir responsabilidades e operar dentro desse método comum. Habilidades pessoais devem ser utilizados e valorizados, como a empatia, simpatia e urbanidade. Crie um canal de "feedback", se puder, premiando os destaques semanais e compartilhando aprendizados.

One thing with call center, is there are layers of training and skills to learn. From personal experience, you need to have a tiered system to ensure proper understanding, people retention, and customer service. With training, a general understanding of the system and job function. That is a given. However, depending on call center setup, depends on what is next. For instance, if there are different departments, break down groups into those departments then for next level training (this did not happen for my team). Make sure they understand the context of what training they learned, how to apply it, and then add in training for the role they are covering. (I never knew that I had a program under me that no one trained me on!)

Training new employees starts with a mix of hands-on practice and real-time support. I create structured onboarding that combines bite-sized learning modules with role-playing exercises to build confidence quickly. Pairing new hires with experienced mentors ensures they feel supported from day one. As I always say, “The more we invest in their growth, the better they’ll perform.” A solid start sets the foundation for long-term success.

I have struggled in the past with companies not offering an environment in which I can practice the systems in a closed environment. A sandbox of sorts for people to play around in without fear for damage to customer or company data. Implementing a demo of sorts is relatively simple and requires some time to build. However you can build it in stages and offer updates/changes as needed content is added. Something is better than nothing as the saying goes. As long as it is actually beneficial.