Working in a call center can be very rewarding, but the job comes with a steep learning curve. Constantly being put on the spot with call after call can be tough at first.
After taking the time to hire promising individuals, the last thing you want is for them to become discouraged and quit. The amount and type of initial training you provide can make all the difference.
Here are five tips to help your new call center employees get adjusted as quickly as possible.
Thoroughly Educate Them About Your Company
If they don’t understand what the company does and what it stands for, new hires can’t accurately represent your business. Take the time to provide a comprehensive introduction, so they fully grasp what your business is all about. Being informed will help them provide accurate information to customers while carrying themselves in a manner that’s consistent with your values.
Emphasize the Importance of the Job
Your call center employees are the frontline of the company. In many cases, this will be the first and/or only interaction customers have with your business, so you want it to be a positive one. Help new employees comprehend this by explaining the direct impact their work has on customer relationships.
Teach Them How to Handle Difficult Customers
Most customers only reach out when they have a problem with one of your products or services. Many people are polite and able to work with call center associates to solve the problem in a civilized manner — but not everyone. Chances are, each employee will have to deal with at least one less-than-pleasant customer per shift, so they need to know what to say and how to maintain their cool.
Show Them Where to Find Answers
Call center employees are expected to address a wide variety of customer comments and concerns promptly. New employees may struggle with this because they’re still learning the ropes. If you have a knowledge base, show them how to use it. Also, explain who to turn to if they have a question and can’t find the answer on their own.
Incorporate Top Talent
Your top call center employees will likely be helping their new colleagues get adjusted, so invite them to training. This is a great opportunity for them to impart knowledge that will help new employees excel at their jobs. Tips and tricks from those who have been in their shoes and thrived will help them get up to speed in record time.
Ready to expand your call center team? Malone Workforce Solutions wants to help you find the best and brightest workers for the job. Get in touch today to learn more!