Outsource Consultants' Blog

10 Best Practices for Agent Training – Elaine Carr

Proper training is essential to ensure great customer service from your call center agents. But are you using the best practices for agent training? The ICMI article “10 Best Practices for Agent Training” by Elaine Carr presents and discusses the following best practices:

  1. handupbttnProvide an agenda and success criteria at the very beginning of the training.
  2. Focus the training on need-to-know information.
  3. Provide graduated practice and repetition over time.
  4. Apply company rules in the classroom.
  5. Use adult learning principles.
  6. Let learners have control over their learning as much as possible.
  7. Utilize action planning.
  8. Be collaborative about training.
  9. Provide reinforcement tools to supervisors.
  10. Always look to get better at training.

 To read the full article, please click the link below: 

10 Best Practices for Agent Training – Elaine Carr

 

Screen_Shot_2015-01-20_at_2.12.35_PM

If you're interested in outsourcing with a call center, we can help at no charge! Fill out the form for a FREE call center cost proposal.

Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the call center that best fits your requirements.

Learn More  

Get a Free Call Center Cost Proposal!

Phone: 888-766-4482
Email: ckotlarz@Outsource-Consultants.com

FOLLOW US for relevant and up to date information regarding the call center industry.

  • Outsource Consultants, LLC Google+
  • Outsource Consultants, LLC Twitter
  • Outsource Consultants, LLC LinkedIn
  • Outsource Consultants, LLC Blog RSS Feed
  • Outsource Consultants, LLC Facebook
  • Outsource Consultants, LLC Manta

Download Our Guide to Help You Find the Best Fit Outsource Call Center Partner!

RFP_Template_Book_cover

Download Now

Download Our Top 10 Checklist: Key Areas to Consider when Selecting An Outsource Call Center Partner!

Top_10_Checklist_Book_cover


 
Download White Paper
 

Newsletter

Recent Articles

Categories