Call Center Management Training

Phone Service

Call Center Management Training is essential in maximizing productivity. In most Call Centers throughout the country, call center monitors and the supervisors in the quality department listen to calls so they can make good decisions about the future of the company. Specifically, they listen for what sells, what doesn't sell and how are the agents performing.  Each call center has management and a trainer who teaches the agents the fundamentals of Sales, Customer Service and the Retention of your present customers. It is critical to take control of the phone call in a pleasant and supportive manner. The importance of this should not be overlooked or under evaluated.  Call Path Control needs to be part of every call center management training course. Being earnest in your approach is vital.  After reviewing several large call centers and their management training courses, the evidence is clear. There is a great deal of time dedicated on product information, service guarantees, data base handling and computer skills.

What is missing is the soft skills, which are required to manage a conversation.  One must control the path or the call,  fill the desires of the customer, find the emotional need of the client and solve, and of course resolve or dissolve the issues at hand.
Here are a few call center management training points to keep in mind:

  • How to create in the mind of the agent the thought process that generates sincere intention to help, serve or sell.  Not just quick call time performance.
  • How to say and say with conviction the meaning of the company mission or the benefit to the customer in doing business with who is answering the phone.
  • How to communicate various issues without making the customer feel wrong or stupid.
  • How to actually and genuinely say words that will comfort the customer and ensure the relationship, and last and probably most important
  • To say words and phrases that will keep the customers for life.  So, if and when the customers hang up, they are happy with their experience with your company, your product and certainly with the agent to whom they spoke.

Platitudes just aren't enough. The customer is always right!  Delight the customer!   These come quickly to mind.  We have excellent customer service, but who says so? You or the customer?

If you are interested in training or manmaging a call center, here are some things to keep in mind:

1. Attitude: You should start out with intention and desire to serve others - be able to define and give examples from your own personal life and relate it to the agent in your examples.

2. Relationship:  How to "think" in a way that would make your words give the customer a "feeling" of safety and NOT urgency.

3. The Customer Has Issues: Make the customer comfortable enough and safe enough to listen to the company's proposition.

4. Values: Life Time of the Customer:  Emphasis on Keeping the Customer for Life and what it means to the company, to the agent, to the brand in general and in particular. 

5. Goal Setting Skills:  How to set daily goals, and make them personal so you and the agent  can relate for his/her own personal gain.  This may mean actual closes, not just the high tech - high touch numbers but real numbers.  Call ratios on closing, not dialing for dollars. People like to relate to people not just numbers of people.

6. What's in it for the Customer:  How to set up meaningful calls that are worth it for the customer as well as the company.

7. Call Opening Scripts that are comfortable for the agent as well as the customer. How to open a call that will generate trust and not just be tricky as to ask only a question that the customer can say YES to.  This is really from the fifties.  That old? YES!

8. Handling Objections vs. Overcoming the Customer:  Handling objections with careful consideration and finding a way to make the customer the number one participant in this issue, not just making sure the numbers look good. 

9. Call Completion:  Wrapping up a call for the on-going relationship.  Actually setting up the next call at the end of the first one whether you sell something or not.

10. Keeping the relationship "alive" not just the sale. 

The Call center management training is important as agents are in need of this type of training.  The training could be both factual and inspirational.  I am always reminded of Jerry Maguire and the line delivered to him by Renee Zellwegger, when he asked her in his despair "Why did you come with me?"  Her answer was, "I just wanted to be INSPIRED."   Everybody wants to be real, inspired and do a good job. It helps moral, and productivity!