Call center training ideas11/20/2023 Read some of the stories for the group and remind them that empathy can help them avoid customer relations problems. Have the agents create a backstory for their customer. Then have them think about what the customer might have been going through in their own life that caused them to be disagreeable or easily frustrated. Soft Skill ActivityĪsk your agents to think of a difficult customer they’ve had in the last week. Call center training activities that help your agents see the calls from their customers’ side help them develop greater empathy. What they may not realize is their customers are dealing with their own situations. See It From Their SideĬall center agents deal with a variety of people and situations every day. Remind the agents they’re connected and that makes them a better team. The yarn web seems to take on a life of its own as agents move in and out of the circle to pass on the yarn ball. Keep going until the yarn is tangled in a web in the center of the circle. When they hand over the yarn to the next person, they hold on to the string. Next, that person says something about themselves. If so, the person with the yarn holds onto the end of the yarn and hands the rest of the ball to the first person they see holding up their hand. Then ask if there’s anyone else that fact applies to. Ask the person with the yarn to say one thing about themselves. Choose call center training exercises that not only remind agents of their connections but also help them make new connections. Teamwork is always easier when the agents have things in common. To have a great call center, your agents need to relate to each other. Point out the things most people are doing well and make suggestions for any improvements needed. Have them write a complimentary letter thanking the company for giving them great service. Then, ask them to remember a successful call in which they satisfied their customer. Tell everyone they’re going to take the place of a customer. Call center training activities that help your agents think about this subject can make them better call center employees. It’s hard for your agents to provide good customer service if they aren’t clear about what pleases customers. Finally, ask for responses that would have worked better to solve the customer’s issue. Ask all the agents to point out the exact mistakes the agent made.ĭiscuss why those responses were unhelpful. Respond as a customer would when treated that way.Īfter you complete the call, have a group discussion about what happened. Then, act out the part of a difficult customer, and let your roleplaying agent say whatever they feel like saying. Tell them they are to respond in the worst way to your questions. Soft Skill ActivityĬhoose an agent to role-play a call, taking the position as an agent. It’s also a fun call center soft skills training activity that most agents enjoy. This helps them avoid responses that cause frustration for the customers. Sometimes, the best way to show your agents how to give good customer service is to show them how not to do it. If you want to do it in front of all the agents, use large sheets of paper and markers. This activity requires very minimal call center soft skills training materials. Other questions might have been too general, like “Is it an ordinary house?” Discuss how efficient questions get to the issue faster and more reliably. Some questions may have been inefficient because they were too specific, such as “Are there three windows?” If there weren’t, that required another question. Then talk about the efficiency of the questions. All the second agent has to go on is information they get by asking the first agent questions.Īfter drawing the house, compare to see if they match up. Then, the second agent must draw the same house without seeing the first agent’s picture. Have one agent draw a picture of a house. Once agents learn to get to the heart of the issue effectively and efficiently, their calls will go much smoother. Use call center training activities that develop effective communication. That takes skill in asking the right questions. Your agents can’t help customers without getting all the needed information. You can make a difference, though, if you have the right approach, activities, and training materials. Skills like communication, questioning techniques, self-awareness, empathy, and dealing with difficult customers don’t change easily. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. 2 priority for contact centers in 2018, as they believe tools and training play crucial roles in driving the agent experience. Share on LinkedIn Share on Facebook Share on X (Twitter) Share on EmailĪccording to a study by CCW, training is the No.
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