4 Training mistakes every call center in the Philippines must avoid

Monday, April 21, 2014

Every call center in the Philippines knows that quality customer service starts with effective agent training. Since agents are your company's frontline, it's important that they set a good impression when interacting with your customers. It is therefore a must for call centers to constantly update training approaches to avoid problematic customer service practices from recurring.

Since customer satisfaction is heavily dependent on the performance of the customer service representatives, it's important for call centers to know the following mistakes that they have to avoid when training:

1.     Using the same ineffective training plan over and over again

Training specialists must learn not to stay within their comfort zones when evaluating training strategies. A training module that was developed years ago may no longer be relevant and useful today. It's impractical to play safe when it's obvious that a different approach is needed.

Study your customer service data, understand your customers, evaluate your agents and think how all of these can be improved by modifying your training methods. Asking for feedback from new hire trainees at the end of the training period can also be an effective tool to identify which training areas need attention.

2.     Letting unfit agents go to the production floor

Customer service representatives should not be sent to the floor before they're completely ready to make live calls. Customers will have a bad impression on the company's customer service if they talk to agents who commit a lot of mistakes over the phone. There has to be a certain form of evaluation such as mock calls or standard tests to be used in measuring the readiness of all new hires. Exams should be comprehensive and should encompass all competencies expected from the agents.

3.     Focusing only on one area of customer service

One of the biggest mistakes committed during agent training is appropriating a lot of attention to some service areas of the business deemed to be important while sacrificing the others.

The training provided to customer care agents is naturally geared towards teaching them how customer issues can be resolved. The problem is when this focus undervalues training other important aspects that the job requires such as product knowledge, and the development of phone skills. The training process must be carefully plotted in such a way that all vital service areas are covered adequately and equally.

4.     Failing to devote time on customer retention

Retaining existing customers outweighs gaining new ones in terms of business priorities. The cost of attracting new customers is significantly higher than just maintaining processes needed to make sure customers remain loyal to your business. Therefore, in every step of the training process, agents must be reminded how important it is to make sure that each customer is completely satisfied with the services provided to them.

Techniques to improve retention rates must be integrated in the training such as how to deal with irate customers or how to resolve common user problems. Role playing exercises can be implemented to give newly hired agents different call scenarios and to teach them how customer satisfaction can be attained in each situation.

By avoiding these mistakes, you can make sure that your agents are trained to become effective customer service providers. Training approaches must never be stagnant since resistance to changes can lead to poor customer service practices unnoticeably becoming part of the system. A good company pays attention to customer demands and makes sure these are reflected in the training methods used in forming its agents.

Open Access BPO is known for its pool of highly skilled Filipino agents. By employing rigorous training process and effective quality assurance methods, we offer our clients a workforce with unparalleled skills and work ethics. Know more about us by visiting our website and Google+ page.