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Tip #16: How to encourage call center learning

Tip #16: How to encourage call center learning

[fa icon="calendar"] Dec 19, 2012 6:53:31 PM / by Briana Songer

Briana Songer

All parts of call center training are crucial in providing quality service, no matter if the area is sales, customer service or IT. Achieving a positive environment for the customers and the employees is up to the training behind the agents. However, its one thing to have a great training program, it's another to actually motivate your agents to complete the training.

All parts of call center training are crucial in providing quality service, no matter if the area is sales, customer service or IT. Achieving a positive environment for the customers and the employees is up to the training behind the agents. However, its one thing to have a great training program, it's another to actually motivate your agents to complete the training.

Motivation is complicated as there is no one correct way to increase it in a call center. What is clear is that morale and motivation are tied together. When an agent feels valued and useful, these feelings seem to be reflected in their performance and motivation. These feelings of usefulness and value are tied into the Playvox learning tool to help motivate the user to complete their learning tasks and training. Learn how you as a Supervisor/Trainer can motivate your team to learn!

Make the material visual

Supervisors or Trainers that create a course can automatically publish it to the community wall. This signals to the users that there is a pending course waiting to be taken. Simply complete the course and either privately send it to a user, or post it with extra comments.

Reward the effort

Users that successfully complete a course will gain points and medals, depending on the course difficulty. Just having the knowledge that their efforts and good performance are counting for something helps users stay focused and feel good about progressing in their training.

Friendly Competition

A leaderboard reflects where agents rank within their community. You as a supervisor can visualize the performance and motivation of your learners. And what's important is that the user can understand how they can positively affect their status from the physics of the system. Since it's public, people are more willing to compete, which means more training and learning for the center.

Community Interaction

It's important for the community to positively interact with the trainers to give feedback about the learning experience, questions and other ideas to ensure a positive experience. Use the community learning platform to create support and openness to answer any issues. The visibility and transparency of medals and points helps the trainer visualize progress and use less time communicating.

Increasing the morale and motivation of a company, plus increasing the overall training and learning experience results in increased satisfaction and lowered attrition.

Motivation is complicated as there is no one correct way to increase it in a call center. What is clear is that morale and motivation are tied together. When an agent feels valued and useful, these feelings seem to be reflected in their performance and motivation. These feelings of usefulness and value are tied into the Playvox learning tool to help motivate the user to complete their learning tasks and training. Learn how you as a Supervisor/Trainer can motivate your team to learn!

Make the material visual

Supervisors or Trainers that create a course can automatically publish it to the community wall. This signals to the users that there is a pending course waiting to be taken. Simply complete the course and either privately send it to a user, or post it with extra comments.

Reward the effort

Users that successfully complete a course will gain points and medals, depending on the course difficulty. Just having the knowledge that their efforts and good performance are counting for something helps users stay focused and feel good about progressing in their training.

Friendly Competition

A leaderboard reflects where agents rank within their community. You as a supervisor can visualize the performance and motivation of your learners. And what's important is that the user can understand how they can positively affect their status from the physics of the system. Since it's public, people are more willing to compete, which means more training and learning for the center.

Community Interaction

It's important for the community to positively interact with the trainers to give feedback about the learning experience, questions and other ideas to ensure a positive experience. Use the community learning platform to create support and openness to answer any issues. The visibility and transparency of medals and points helps the trainer visualize progress and use less time communicating.

Increasing the morale and motivation of a company, plus increasing the overall training and learning experience results in increased satisfaction and lowered attrition.

Topics: supervisor, Contact Center, call centers, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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