4 Mistakes to avoid when training technical support agents

OABPO Blog Team Published on August 11, 2014

4 Mistakes to avoid when training technical support agents- Open Access BPO
Once technical support agents go to the production floor, their performance relies heavily on the quality of training given to them beforehand. Open Access BPO explains what training mistakes should be avoided by call center managers to make sure their agents are equipped with unparalleled skills.

Effective agent training is the key to quality customer and technical support. Every Philippine call center knows that since agents are the client s frontline, they must be trained how to interact effectively with customers. That s why when outsourcing technical support, agent training programs are considered crucial to the success of the outsourcing campaign.

Since resolution of customer concerns depends heavily on the performance of technical support agents, it s essential that call centers become aware of the following training mistakes that they must avoid:

1. Using the same old training program

4 Mistakes to avoid when training technical support agents- Open Access BPO- Using the same old training program

Training specialists must always remember that in a fast-paced outsourcing world, things change quickly. What used to be effective in the past may need to be replaced or updated to match with current standards and meet new needs. So, training strategies must be sensitive to contemporary call center practices. A training module may run the risk of being outdated if not constantly revised to accommodate new guidelines.

It is therefore important for you to study customer service data, evaluate agent performance, and think how all of these information can be used in improving your training methods. Allowing new hires to evaluate the training program that they just took part in can help you identify areas for improvement.

2. Having unfit agents

4 Mistakes to avoid when training technical support agents- Open Access BPO- Having unfit agents

Technical support agents must only be allowed to work on actual customer concerns when they re completely ready to do so. Otherwise, the company will have a bad impression from the customers. Technical support requires specialized knowledge and skills from agents depending on the kind of technical issues they are tasked to handle.

In order to avoid sending unfit agents to the production floor, you need to have strict evaluation measures such as standard exams or mock calls that can determine if your agents are ready to make live calls and assist customers with their technical needs.

3. Focusing on one aspect of technical support alone

4 Mistakes to avoid when training technical support agents- Open Access BPO- Focusing on one aspect of technical support alone

One common mistake that is unintentionally committed by call centers during agent training is allocating too much time on asking agents to memorize troubleshooting procedures and call flow steps while ignoring other aspects.

True, technical knowledge is essential in providing accurate assistance to customers facing issues with products or services. But equal attention must also be given to relevant areas, such as soft skills, call handling skills, and positive communication techniques. Without these skills, agents won t be able to engage positively with customers, especially upset ones.

4. Forgetting about personalization and customer retention

4 Mistakes to avoid when training technical support agents- Open Access BPO- Forgetting about personalization and customer retention

The cost spent by company on marketing efforts to gain new customers is much higher than the cost spent on maintaining service quality to ensure customer loyalty. Some technical support call centers treat each customer concern as just another technical issue to fix. This mindset, although correct, does not reinforce the role of customers in generating income for the company. Customers must be valued and individually treated with utmost concern and attention.

Many customers think that technical support is a rigid and restrained process that a call center can just ask its agents to memorize instructions and robotically relay the steps to them. Prove them wrong by personalizing each customer experience. Ask your agents to address the person by his family name (unless otherwise instructed). Train them how to conduct follow-up calls and send acknowledgment emails. These measures are customer retention strategies that can make customers feel extra special and valued by the company.

Training strategies must constantly be updated to keep up with changes. By avoiding these mistakes, you can have technical support agents who can give their best when assisting customers with their technical concerns.

Remember, once training methods become stagnant or insensitive to market demands, then the outsourcing campaign may be at risk of being manned by individuals who are not trained enough to be excellent technical support agents.

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