Communicating back what the call is about.Gathering the correct information upfront.Not being timid about asking for clarification.Using empathy while also taking control of the call (not allowing the caller to digress too much). #Callcenter bloopers how to#What type of situations will your agents encounter during the intake portion of the call? What do they need to know how to handle? Understand what you will need to practice in your scenario-based training. That is often the scariest part of the call because the rep is wondering, “Will I be able to understand what this person is asking about?” Skills agents are practicing Let your new reps practice that intake script 50x if necessary. So your role-playing scenarios need to include practicing those elements. Communicate to the caller what you understand the purpose of the call to be and get confirmation. The key elements of an intake script are: Just stick to the basics in this phase because, honestly, the basics are the hardest part for most reps. But, it’s also the most difficult for new reps to master because it often requires reps to control the call. That is the most basic part of the call in a contact center. The first scenario you’ll want to teach your new call center agents how to handle is the intake script. Then I’ll provide multiple examples that you can incorporate as part of your scenario-based training curriculum. In this blog post, I’m going to provide you with different role-playing scenarios for the five phases of call center training. I always recommend that each role-playing exercise builds on the foundation of the previous phase. #Callcenter bloopers software#With ScreenSteps - a knowledge base software company - I’ve helped companies develop scenario-based training in their call center to teach their agents how to use ScreenSteps. You want your agents to take on simple scenarios and then build off of each level. You don’t give a baby a steak to chew before it learns how to eat mushy oatmeal. Whatever types of scenarios you end up using, the key is that scenario-based training is progressive. But, what kind of scenarios should you actually include? When you are building out a curriculum for new-hire training at your call center, you may read books or blog posts about doing scenario-based training.
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