New Hires Are Worried About Technology. You Have Much More To Teach Them.
It is that next call center, inside sales or customer service new hire group, and they are very nervous about the job. They are probably thinking technology, CRM, phone systems and data inputs. That is what always petrifies a new hire class. But, while those are important to any job, their actual success likely comes elsewhere. In the beginning, agents should focus on core aspects that they will be performing day-in and day-out to win achievement, and not worry about the complicated stuff that takes longer to learn.?
A new hire's success is based on learning to be successful. As a trainer or manager, your first goal is to diffuse the items that cause panic, like technology. And emphasize, clearly, a playbook for what brings success in the job. As a trainer or manager, you need to help the new hire class learn what leads to success. Examples may be: Is the agent ready to communicate and sell over the phone? Does the agent show potential for being a well-rounded, positive employee? Will the agent contribute to the well-being and success of the call center? Does the agent understand the standards they are expected to meet? Are the agents ready to handle difficult callers and turn those callers around? And, yes, at some point: Can the agent use the systems and platforms they must use every day.
When class ends, and the team goes to the floor, the phones, or the social, email or web chat department, each team member must have that playbook in hand that shows them how to win and be successful in your company. Know going in that they are concerned about the technology and systems and CRM, and try to address that up-front. Recognize they might not even hear about everything else because they are so focused on using the platforms and systems correctly. So, help them get over the technology hurdle. Instead, provide them with a game plan, so they can learn what it takes to be successful in the rest of the job.
领英推荐
About
No more chaos and confusion in your contact center!?It is time to make your customer service or inside sales center amazing.?Call Center Today is a training and consulting group. We bring an innovative and fresh approach to the management of your people, the communication with your customers and prospects, and the technology that bring it all together.?We can help you build an amazing contact center! Contact us:? 888-835-5326. [email protected].
Co-Founder & Managing Partner, North America @ Access CX | Leading CX Strategy Expert | Technology Advisor | Managed IT and BPO Services | Global Vendor Selection Services
4 个月The better the training experience, the better the employee experience. I love that you get that while tech is good, supporting people is as important. The first 90 days are critical and when most turnover occurs. It's in everyone's interest to support the employee's journey from training to high performer.