To implement effective practice cases for the call centers, the manager should employ classroom-like activities whereby trainees will undertake real lessons as done in a classroom.
This method is regarded as the best in achieving of employee ability in handling new products in the call center. Secondly, Johnson (2008) argues that “observing calls as made by trainees” will be an effective method of achieving effective training (p.8). Common mistakes are usually observed. Hence, appropriate corrections are made instantly. Thirdly, employment of one-on-one observation is also another effective training method.
This helps in identification of trainee weaknesses and appropriate actions are taken to create more strength. Another method is product knowledge tests which seek to establish how much a probable call center personnel knows a product. Lastly, use of online tutorials would be imperative since they contain required training information in expected detail. These methods are preferable given immediate challenging organizational environment.
Due to the growing demand in improving customer service quality, there has been demand for creation of more effective call centers. Implementing a successful call center is entirely dependent on efficiency of call center personnel which in turn depends on their training.
In the process of training call center employees, practice cases must be given utmost priority in importance since they reflect successes of new call centers. In this regard, while designing a practice case, managers should consider the five most important aspects of practice cases.
These include new product profile, challenges encountered at the call centers, vendor technological resources available at the centers, appropriate technologies to be used and the benefits associated with the call center (Giere, 2009). These are some of the contents expected to be included in practice cases of an organization.
New products come with great expectations especially in versatile business environments. Among these expectations are delivery conveniences. Changing trends in current technologies coupled with fast delivery courier services have raised expectation of deliveries services to convenience levels.
With release of new products, there are great expectations of inclusive delivery of new practice cases. In this organization, it is most likely to make an impact if delivery were to be included at company online points, physical presence employed to deliver content in classroom-like setting, over-the-phone delivery method employed in delivering product information tests (Giere, 2009) and face-book in sending lesson progresses.
Technology has made it possible for planning and delivery information to be done conveniently. Designing and delivering practice cases will ultimately employ technology. Issuance of URL to trainees will enable accessibility of online tutorials.
Application of email technology will enhance communication during training and thus keep track of trainee progress in the duration. Use of Skype video calling or conferencing technology is preferable in administration of classroom-like lessons when distance becomes a barrier due to sudden inconveniences (Dawson, 2011).
Trainee education is a major step towards achievement of organizational goals. In addition, trainee knowledge transfer is significant in making this a practical achievement (Johnson, 2008). In order to ensure trainee knowledge transfer, immediate call center set up is imperative. Secondly, instant duty allocation ensures that the gained skills are put to work.
Lastly, when terminating a training program and implementing feasibility check, hands on experience is highly encouraged. This process makes it easier for the learnt content to undergo distribution to required channels. Encouraging regular exercises in making outcalls and enhance knowledge transfer to desired destinations. These steps would ensure that trainees will effectively transfer acquired knowledge.
Dawson, M. (2011). Call center: Design and implementation. New York, NY: Cengage Learning.
Giere, N.M. (2009). Call center training. Chicago, CH: Wiley & sons.
Johnson, R. (2008). How to implement new training within and organization. London: McMillan Press.