How do you handle resistance and reluctance from call center staff to participate in training?
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Before you can address the resistance and reluctance from your staff, you need to understand why they are feeling that way. Is it because they are afraid of change, lack confidence, have competing priorities, or feel overwhelmed? You can use surveys, interviews, or feedback forms to gather their opinions and concerns. By identifying the root causes, you can tailor your training approach and content to address their needs and expectations.
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Where I found the most success was explaining the "why" behind what were doing at every step. Why do we say "on a recorded line" on every call? So we stay compliance and keep our compliance bonus! Why do we not take shortcuts? Because in these examples, we see where it actually made more work. I used to tell my managers the last thing I wanted to hear was them walking up and down the aisles saying "make a call!" As I could achieve the same result with a Bluetooth speaker and a cardboard cutout. If you take the time to show the reps how doing it this way got us where we, as leadership are, then the results grow naturally.
One of the best ways to overcome resistance and reluctance is to communicate the benefits of training to your staff. How will it help them perform better, solve problems, meet customer needs, or advance their careers? How will it align with the goals and vision of the call center and the organization? You can use various channels and methods to convey your message, such as emails, newsletters, videos, testimonials, or incentives. By communicating the benefits, you can create a positive and supportive learning culture.
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In a lot of cases the wifm is money; if you can show that the training will improve their FCR or AHT for exanple, both of which can affect their bonus, they will usually come around.
Another way to overcome resistance and reluctance is to involve your staff in the training process. How can you make them feel valued, respected, and empowered? How can you leverage their existing skills, knowledge, and experience? You can use various strategies to involve them, such as asking for their input, feedback, or suggestions, allowing them to choose their preferred topics, formats, or schedules, or assigning them roles or tasks during the training sessions. By involving them in the process, you can increase their engagement and ownership.
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In most cases pulling your SMEs in to either assist with developing the curriculum or giving feedback on client supplied training is a good team building exercise. Providing feedback to the client is being a good partner.
One of the common reasons why call center staff resist or avoid training is because they find it boring or dull. How can you make it fun and interactive? How can you appeal to their interests, preferences, and learning styles? You can use various techniques to make it fun and interactive, such as using games, quizzes, simulations, scenarios, or stories, incorporating humor, creativity, or surprises, or encouraging collaboration, competition, or feedback. By making it fun and interactive, you can enhance their enjoyment and retention.
One of the key factors that influence call center staff's willingness to participate in training is the support and recognition they receive from their managers, peers, and trainers. How can you provide support and recognition? How can you show them that you care about their learning and development? You can provide support and recognition by offering coaching, mentoring, or guidance, creating a safe and comfortable learning environment, acknowledging their efforts, achievements, or improvements, or rewarding their participation, performance, or feedback. By providing support and recognition, you can boost their confidence and motivation.
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As part of recognizing top performers and earners you can tie in how training has helped them reach these levels of performance.
The last tip to overcome resistance and reluctance from call center staff is to evaluate and follow up on the training outcomes. How can you measure the effectiveness and impact of the training? How can you ensure that they apply what they learned to their work? You can evaluate and follow up by using various tools and methods, such as tests, surveys, interviews, or observations, tracking their performance, productivity, or customer satisfaction, or providing them with ongoing feedback, support, or resources. By evaluating and following up, you can reinforce their learning and growth.
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Be sure to measure negative impacts as well, for example if you have training for a new process, does AHT or transfers go up because people struggle. Why are they struggling? Did they get the training? How was it presented; self paced recording, in person trainer, etc.? Was there anything unclear or confusing?
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