Call center tutorials for agent training
Training agents for the customer service industry requires emphasis on certain basic communication skills complemented by call center specific software and technical skills. Call center tutorials are designed to facilitate classroom coaching or as a standalone instruction manual. The tutorials are designed by call center consulting firms or by specialized trainers. The call center tutorials are so designed so as to give maximum amount of information in the least amount of time to customer service agents.
Call center tutorials revolve around 2 aspects of training: VAT (Voice & accent training) and technical skill training. Communication is a vital ingredient of an agents training schedule. Over a telephone a customer cannot see the agent. Body language and use of hands to convey a point are absent. For this reason agents are given training to improve the level of clarity in speech. As a starter agents are encouraged to open their mouth wide while speaking. This facilitates clear flow of air through the mouth passage helping in clear pronunciation of words. Accent training is also important. In United States a customer calling from Texas would have a different accent than a customer calling from New York. Call center agents are given training to develop a neutral accent, devoid of any regional influences. A neutral accent is universally understood by all. This is especially important for training of outsourced call center agents. For example agents of Asia region have a tendency to put a lot of prolonged stress on vowels because of the dialect prevalent there. The heavy usage of vowels sometimes might be unclear to an American citizen. Apart from VAT training call center tutorials put stress on phone etiquettes, a study of geography of United States, handling of irate customers and basic vocabulary.
Call center tutorials for technical training revolves around the processes involved in customer care service. This involves training on the software system used and the services provided by customer service firm. The agents are informed about the quality services desired by the call center and how to achieve them. Agents have access to call center tutorials either as books or as online training manuals.
