Instilling a habit of self-learning among your call center agents

OABPO Blog Team Published on August 10, 2015

blonde-young-woman-in-blue-blazer-using-laptop
There’s nothing more fulfilling to a contact center manager than having highly-skilled, knowledgeable, and naturally motivated agents who can resolve almost any type of customer concern. Having a reliable workforce, as manifested by solid product knowledge and exemplary customer support skills, is a sign that your call center training strategies are effective.

Agents who are experts in their respective support campaigns, however, are usually the ones who have developed the habit of self-learning. This trait enables agents to be more prepared with scenarios that may not have been discussed during their initial call center training programs.

In order for agents to become the best that they can be, they must be willing to learn on their own.

Here are some practices that you can implement to create opportunities for unsupervised learning for your agents:

1. Provide a shared knowledge database.

read-haired-young-woman-in-yellow-shirt-using-laptop

Enabling agents to review information that they may have forgotten after some time doesn t always have to be done through refresher training courses. Sometimes all they need is a reference manual or knowledge database to access and search information anytime. This knowledge reinforcement strategy makes them familiar with every aspect of their job even if they may not have encountered some of the discussed scenarios yet. Training modules, guidelines, and cheat sheets are examples of reference materials that can be uploaded to your knowledge database.

2. Allow agents to listen to call recordings.

smiling-brunette-sitting-in-comfy-chair-about-to-wear-earphones

Providing customer support requires effective listening skills. Many new agents make the mistake of rushing to solve the problem without identifying its root cause first. Allowing them to listen to how experienced agents ask probing questions can be a good self-learning experience. They will also be able to compare their call handling, communication, and soft skills with their seniors and see which areas may need improvement.

3. Schedule mock calls or knowledge tests.

smiling-brunette-woman-on-a-mock-call-in-front-of-male-boss

Mock calls and other forms of evaluation can encourage agents to study past lectures and guidelines. Scheduling these knowledge tests, instead of conducting them unannounced, will give everyone equal chances to go over all information that will be covered by the practical exam and prepare accordingly. Mock calls can also help you assess your agents performance and inform them about the areas that they need to work on.

4. Establish an incentive program.

female-employee-holding-out-hand-with-red-gift-box

Compensation and rewards can highly motivate agents to exert extra effort in mastering all areas of their job. Point systems can be implemented to encourage agents to reach the top and be recognized afterward. This will also remind other agents (especially the underperforming ones) that they also need to work hard in order to achieve the same recognition.

Transforming agents into expert customer support providers should be a collaborative effort between the management and the workforce. If your agents are motivated to become better, it will be easier for you to train and hone them without providing too much supervision. Learning should always be a continuous process for agents regardless if you are there to teach them or not.

Join us on facebook
Open Access BPO 16 hours ago
Embrace the power of #diversity and drive positive change with #InclusiveHiring practices!

Our new blog post explores the transformative impact of inclusive hiring, providing insights and strategies to build a stronger, more inclusive workforce: https://buff.ly/3uHQV7c

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity
Open Access BPO 19 hours ago
When it comes to #CustomerService, every ounce of effort—both tiny and grand—counts.

Here's a list of 10 modest gestures your #CallCenter agents can do to build meaningful customer relationships: https://buff.ly/3Rc0wdZ

----------
Elevate #CustomerExperience by #outsourcing to a trusted 24/7 multilingual #BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO Yesterday
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
• brands need to gain a 360-degree view of their customers; and
• brands need to satisfy a large part, if not all, of their customers' needs.

Do both by implementing a multichannel #CX management strategy: https://buff.ly/418ASeP

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 11 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 11 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 12 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO