5 Reasons Why Call Center Training Programs Fail

Faith Ocampo Published on July 14, 2016 Last updated on December 15, 2020

Optimizing your call center’s training programs leads to better performance and bigger revenues.

Contact centers customarily devote plenty of time, money, and other resources to employee training. This is because they know that this is the foundation of good customer service. But what happens when the results can’t make up for these expenses?

To maximize the value you get from your training and development efforts, you must plan ahead with care. Here are the top reasons why call center training programs fail (and some tips on how to avoid them).

  1. Objectives aren’t clear

    confused business team looking at laptop
    Trainers must know what they want to accomplish out of every training program they conduct. You may even go as far as identifying specific objectives for every session.

    Objectives serve as the standard by which you can evaluate agents’ knowledge and skill development. Every training session must offer something new, and your trainees must be able to apply what they learn in the work they do.

    Writing down your goals always helps. Later, this will allow you to assess whether your program has been successful.

  2. Communication is one-way

    trainer not listening to panicking employees
    Always listen to your agents’ insights and opinions. This applies to all phases of the training program—during conceptualization, the sessions themselves, and post-evaluation.

    Remember, the training your call center implements is for your employees. If you want your program to be effective, involve your agents in the process as much as possible. Ask them questions, listen to what they have to say, and let them tell you what works for them and what doesn’t.

  3. It doesn’t address employees’ needs

    employee confused with paper during training
    If you start an employee training module that’s not based on an objective evaluation of agents’ performance, the program will certainly fail.

    Coordinating with your quality monitoring team to spot common errors and performance issues is a good solution. You may also conduct surveys among employees to find out what parts of the training they’re having trouble with. Using credible data as the springboard of your customer support training ensures success.

  4. Resources are outdated

    screaming employee using laptop
    This is one of the most common mistakes coaches make when designing or conducting employee training programs.

    For optimum results, use high-quality resources during training: the latest references and research, as well as fully functional facilities (e.g., computers with internet access, large flat-screen monitors, etc.).

  5. You’re using the wrong techniques

    sad disappointed tired business team
    For your customer service training programs to work better, make sure that the learning techniques you’re implementing are appropriate. Consider whether what you want to teach is more skill- or knowledge-focused.

    If you want to focus on developing agents’ knowledge, group discussions and the occasional quizzes may work. However, if you want to focus on agents’ skills, your approach should be more practical. Role playing and other strategies that use the learn-by-doing principle may be more effective.

Customer service training is crucial in improving brand loyalty and customer retention. Open Access BPO can assist you down that road with our in-house training modules. We work closely with our clients to ensure our training programs are anchored on their brand goals and values. Contact us and learn more about what we can do to help your business.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 11 hours ago
𝗔𝘁 𝘁𝗵𝗲 𝗵𝗲𝗮𝗿𝘁 𝗼𝗳 𝗲𝘃𝗲𝗿𝘆 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝗮 𝗿𝗲𝗺𝗮𝗿𝗸𝗮𝗯𝗹𝗲 𝘁𝗲𝗮𝗺 𝗹𝗲𝗮𝗱𝗲𝗿 𝘄𝗵𝗼 𝗸𝗻𝗼𝘄𝘀 𝗵𝗼𝘄 𝘁𝗼 𝗶𝗻𝘀𝗽𝗶𝗿𝗲 𝗮𝗻𝗱 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝘁𝗵𝗲𝗶𝗿 𝘁𝗲𝗮𝗺.

This week's #LinkRoundup lists down the ways #CallCenter leadership is instrumental in developing #CustomerSupport that empowers #CX for brands: https://buff.ly/3tfmzbq

• 𝗛𝗼𝘄 𝗚𝗿𝗲𝗮𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗖𝗮𝗻 𝗛𝗲𝗹𝗽 𝗮 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗛𝗮𝘃𝗲 𝗟𝗼𝘆𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀
https://buff.ly/46ssJmB

• 𝗧𝗼𝘂𝗴𝗵 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀 𝗔𝗹𝗹 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗠𝗮𝗸𝗲
https://buff.ly/3PVKHYn

• 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗧𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲𝘀 𝗘𝘃𝗲𝗿𝘆 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗠𝘂𝘀𝘁 𝗔𝗽𝗽𝗹𝘆
https://buff.ly/3ZHL9xO

• 𝟭𝟬 𝗦𝗸𝗶𝗹𝗹𝘀 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗛𝗮𝘃𝗲
https://buff.ly/3ZxxwBf

• 𝗧𝘆𝗽𝗲𝘀 𝗼𝗳 𝗜𝗻𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3PVKHHR

• 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗥𝗲𝗱 𝗙𝗹𝗮𝗴𝘀 𝗧𝗵𝗮𝘁 𝗣𝗼𝗶𝗻𝘁 𝘁𝗼 𝗣𝗼𝗼𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽
https://buff.ly/3ZC4UXt

• 𝗚𝗿𝗼𝗼𝗺𝗶𝗻𝗴 𝗙𝗿𝗼𝗻𝘁𝗹𝗶𝗻𝗲 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗮𝘀 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3Zyx3Pd

----------
Open Access BPO's rigorous recruitment, training, and continuous development ensure that only the best specialists will work and lead your ops.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 14 hours ago
Receiving a negative performance review can be challenging, but it doesn't have to signal the end of the road.

Instead, it presents an opportunity for personal and professional growth, allowing you to return even more resilient and determined.

Read our blog post right now: https://buff.ly/469BCSj
And let's explore:
• the importance of recovering from a bad performance review;
• the causes of performance failures; and
• how to determine the best course of action to address these challenges

----------
Contact us today and find out how our 24/7 multichannel services (in over 30 languages) can upgrade your #CustomerExperience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO Yesterday
Knowing what influences customer expectations is the first step to improving your relationship with your customers.

Here are 7 things that can guide you: https://buff.ly/3tfzni4

----------
Cultivate your customer relationships with our smart business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
#CSat #CustomerSupport
Open Access BPO Yesterday
The right choice of words (and tone) can calm down and bring conversations to a better outcome...even if it's with an update customer.

Here are 5 statements #CustomerSupport agents need to tell irate callers: https://buff.ly/3PtRYOG

----------
For #outsourcing services that build and maintain strong customer relationships: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 2 days ago
#SocialMedia has become the hub where consumers freely share their opinions, chat about brands, and express their thoughts on products.

That's why you need to provide memorable #CustomerSupport on these platforms at the speed of now:

Discover the 5 essential components of a strong social media #CX strategy here: https://buff.ly/3PC7dFg

----------
Give your brand a CX boost on the social web!

Upgrade your #CustomerService today:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerSatisfaction
#RepManagemenet
Open Access BPO 2 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/46t8p4u

----------
Let's turn mishaps into opportunities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO