Changing training patterns: call center simulation training
The traditional method of classroom learning is being questioned by educationists of today. While it serves its purpose in delivering basic concepts of knowledge of a subject, it might not be the best way to convert the knowledge into a skill set. In terms of call center parlance, classroom training can give customer service agents a basic idea of processes and technical knowledge involved but developing skills such as how to persuasively explain a product's features, listening capability and problem solving can only be developed through sustained and directed practice. Classroom training is expensive and time consuming and requires additional infrastructure and staffing costs. The agent's fresh out of a classroom training session may not have the necessary skill set to begin taking calls and may need additional supervision. According to an estimate there are somewhere around 70,000 call centers in the United States alone and their growth rate is projected at 25 percent per year. With such a high demand for customer service employees the companies are under tremendous pressure to quickly train and prepare agents to take calls. Call center simulation training is the latest addition in agent training methodologies.
A few years back Computer based training (CBT) using CD -ROM was popular to train call-center agents. It was cheaper than classroom training, and more convenient, since agents could take courses at time they were free .But it did not improve their skill set as they could not practice what they were learning. Call center simulation training is designed to enhance agent productivity (number of calls per hour per agent) and customer satisfaction. In simulation training an agent sits in front of simulator software. The actual environment of a live call is emulated and the agent has to perform talking and problem solving skills along with usage of the software. The agent might respond to a recorded voice or may be talking to a trainer. After the simulation training, an agent gets an instant feedback on his attempt. The instant feedbacks which may be manual (from a trainer) or from the simulation program helps the agent identify his weak areas and therefore work on it. The agent has access to the simulation program and can use it to brush up knowledge on any aspect of process involved whenever he feels the need.
Regular usage of the call center simulation training program greatly enhances an agent's skill set. A recent Georgia Tech study found that simulation programs can improve an agent's productivity and effectiveness by up to 22 percent.
