subject: Importance of Call Center Training [print this page] The call center training periods are generally considered to be an investment that call centers make. In the week-long training session, the new hires are updated on their job profile, the use of technology that will be needed for the telemarketing project and various other details are clarified. Some BPO units try to cut down on these training days in an eager attempt to get the project started. They feel that every day spent in training is like a loss of a work day. However, that is only apparent. The fact is that the training in BPO service helps the project in more ways than one and any cut-downs here would result in a proliferation of losses later on. Let's find out how.
To begin with, the call center agents have to be trained in the finer aspects of the telemarketing project. They must know the details about the project well. Consumers often ask related questions about the product/services that the outbound call center agents are trying to sell. No wonders then that the BPO agent must know the competition and the rival products as well! Research is the key to the success of a telemarketing services project. The training days are when the BPO service planners share their research, data and other statistics with the agents. It's a time-consuming process and the clients have to patient about the training session. Call centers can add time to the project to make allowances for an exhaustive training period.
The training days are when the call center agents get to know the job on hand. The call center services these days need technology and various other technical aspects. The BPO trainers work with the agents on these days and get them updated on what's expected from them. The new telemarketing agents are taught to use the tools and equipment or software. Rushing the agents through this will breed delay at the later stages of the project. It may also lead to mistakes and other obstacles that can be directly related to the rushed training periods. When the telemarketing services are not clear to the agents, they stress and worry about the matter. The call centers are already known to be breeding grounds of stress and fatigue. No one would like to add to what is already there.
Training session makes the employees come to terms with the call center and its ways. It may be that they have worked for other BPO units, but two call centers are never the same. The work atmosphere may be different, the working structure may be different, even the reporting pattern may be different. It takes a while for the telemarketing guys to wear your team colors and perform. It is better that they leave their jittery selves in the training room. It is important that they come to the floor with confidence and faith in their own abilities to perform. Telemarketing services don't do well if the agents are unsure about their part, the process or the project.
