Managing a call centre is about getting results, and the people on the front line making the calls need the right information if those results are to be achieved.
This information includes:
- Sales training
- Performance feedback
- Product knowledge
- Motivational training
- Hands-on training.
Sales training
Cold calling requires a thick skin, determination, patience, a personable nature and plenty of confidence in your own ability. It also requires training and call centre operatives should receive induction training that covers the basics of the system they will be using, as well as comprehensive and ongoing sales training.
Feedback
Performance feedback is an invaluable learning tool. Call centres today have sophisticated contact management software at their disposal that lets them analyse a recorded phone conversation and determine weaknesses in an operative?s performance.
An example of this is phonetic search software that allows you to search for particular words and phrases in a conversation, which may indicate problems in the operative?s call style or approach. Playing the operative examples of successful calls is also the kind of information they need to improve.
Product knowledge
Call centre operatives need to know what they are talking about. They must be provided with detailed information about what they are trying to sell, in order to be able to convince a customer of its merits. This knowledge can be imparted through training sessions, product manuals and ? more often now, thanks to the sophistication of modern call centre software ? access to instant information they can call up on their screens.
Motivational training
Cold calling is all about percentages. While a majority of callers may say ?no?, it is the small percentage that says ?yes? that matters. Because operatives face rejection and even hostility on a daily basis, keeping them motivated is a very important part of managing a call centre team.
Teamwork and mutual support are the keys to maintaining morale and they need to become a part of your company culture. Encouraging operatives to focus on the goals and rewards and how they can achieve them will help to keep negativity at bay and staff retention rates high.
Hands-on training
Rather than being forced to sit through lectures, operatives should be given training ?in the field,? as the best way to learn something is always to do it yourself. Practical training could include role-playing, where particular scenarios are played out and the operatives? performances are discussed and analysed by the group.
Another practical training method is to allow them to listen in on your best operatives at work and have those operatives share their methods for success. A new operative with a role model or mentor to look up to and learn from will also do far better than one who is dropped in at the deep end and left to sink or swim.
Information is knowledge and knowledge is power. The best way to empower your call centre workforce is not to overload them with information, but to give them the right information that they can use to improve and ultimately deliver the results you need.
Source: http://www.telegate.com.au/blog/index.php/providing-information-call-centre-workers/
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