Call centers keep you connected to your customers. They exist as a way for people who buy your products or services to ask questions and get answers. Depending on your industry, call centers may also ENABLE you to be in business. For instance, if you own a campground, you may want to have people call in to reserve tent sites. They may also need to ask questions about your facility (e.g., the distance from a site to the showers, when you open for the season, if you offer discounted rates).
In order to be successful, call centers will need equipment that can handle your call volume, systems that integrate with your existing customer relationship management (CRM) software, and agents who have the soft skills to make your customers feel appreciated when they call in. However, that’s like saying to get to California from New York, you need a car, the ability to drive, and fuel in your tank.
As in our road trip example, developing a call center is much more nuanced than putting phones on desks and hiring people to answer them. It is going to take work to transform your call center facility into an asset. You need to teach or train your people to provide your company’s standard of care. The right call center training will help your contact center team function as an extension of your brand across communication channels as diverse as phone support and email, live chat, and social media. With call center training, your customers will also be better served and happier with you as a company.
Let’s start by exploring what we mean when we say, “call center training.”