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Best Practices in B2B Call Center Training: Don’t Get Stuck in a Rut!

B2B call center training is evolving and becoming more sophisticated as organizations grow. Trainings need to be planned for the long-term and should stretch out beyond the initial new hire training to include; refresher courses, mentoring, follow up training to check for retention, expanding agent skill sets, and relevant ongoing training modules based on industry and campaign focus.

As you all know, training leads to improved performance. However, refining your training program is very important in order to make sure the training strategy aligns with your departmental and organizational objectives. Recently, we took a step back to evaluate our current new hire training program in order to assess our current process and make necessary changes to improve our focus.

Here are a few things to keep in mind as you evaluate your B2B call center training program:

  • Make sure to take a close look at the information being delivered to your agents. Are there training gaps? If so, it important to develop recommendations to fill those gaps.
  • What the big picture? It important that your agents realize the purpose of the job they are doing and how they fit into the bigger picture.
  • Don’t be afraid to try something new! Everything you modify, may not work as you had planned. Refining not only the content but also the delivery is important in order to stay fresh, current and aligned with your business goals.
  • Your content may be strong but consider when are you introducing the information to your employees? Would it make sense to alter when certain processes or best practices are introduced to your agents?
  • Always remind your agents about the skills they are learning in your training program and the value of having those skills should they decide to change career paths.
  • What are the top 10 things every agent should know about their job after completing their new hire training program? Are those the points that are reinforced throughout the training program in order to stress their importance?
  • Have you incorporated knowledge checkpoints during your training modules to make sure the agents are understanding and ensure they are on track?
  • Make a point to explore all training methods. It important that you incorporate peer to peer role plays and active listening exercises. Trainers should assess the learning styles of their students and adapt their classroom to best fit their students learning style; auditory, visual and tactile learners.

Training will strongly influence performance, if executed correctly. It is important to train an agent not only on what they are supposed to do but also why their job is important. This will help to keep agents invested in their job. Ongoing training with continuous reinforcement by supervisors and managers will affect change in behavior over time.

What training methods are working for your organization?