How can you train outsourced call center agents to your standards?

2 Choose your tools

Training outsourced call center agents requires the right tools and platforms to deliver your content, communicate your instructions, and monitor your progress. You need to choose tools that are easy to use, reliable, and secure, and that can support various formats, such as videos, audios, quizzes, and simulations. Some examples of tools that you can use are learning management systems (LMS), webinars, screen-sharing software, and cloud-based storage. You also need to ensure that your agents have access to the tools and resources that they need to perform their tasks, such as scripts, FAQs, manuals, and CRM systems.

3 Design your content

The content of your training program should be relevant, engaging, and interactive. You should focus on the topics that are most important for your call center operations, such as product or service features, company policies, customer profiles, communication skills, problem-solving techniques, and quality standards. You should also use examples, scenarios, and case studies that reflect your real-life situations and challenges. To make your content more engaging and interactive, you can use multimedia elements, gamification, feedback, and quizzes.

4 Deliver your training

The delivery of your training program should be flexible, consistent, and interactive. You should consider the time zones, schedules, and preferences of your outsourced agents, and offer them options to access your training at their own pace and convenience. You should also ensure that your training is consistent across different locations, teams, and channels, and that you follow a clear and structured agenda. To make your training more interactive, you can use live sessions, group discussions, role-plays, and Q&A sessions.

5 Evaluate your results

The evaluation of your training program should be ongoing, objective, and actionable. You should collect and analyze data on your training outcomes, such as completion rates, test scores, feedback forms, and satisfaction surveys. You should also measure and track your call center performance, such as call quality, customer satisfaction, retention rates, and sales conversions. By doing so, you can identify the strengths and weaknesses of your training program, and make adjustments and improvements as needed.

6 Support your agents

Training outsourced call center agents is not a one-time event, but a continuous process. You should provide ongoing support and guidance to your agents, and help them apply their learning to their work. You can do this by offering refresher courses, coaching sessions, mentoring programs, and recognition schemes. You should also foster a culture of collaboration and communication among your agents, and encourage them to share their best practices, feedback, and suggestions.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?