Call Center Agent Training

Course Kitchen worked with Partner in Publishing and Learning Tribes (now Foundever) to create blended learning programs specifically designed for new agents in several of Sitel Group’s global call centers. Companies including Groupon, Equifax, and Hewlett Packard, leveraged our programs to optimize their agents’ customer service and enhance their overall performance. Full recipe follows, written by pretend Ree Drummond in her fake cookbook “The Pioneer Woman Cooks: Call Center Edition”

An excerpt from the overall package developed for Groupon, showing a three-tiered approach to new agent development. We worked with the on-site leadership team in the Philippines to conduct a needs analysis, identify a hiring profile, develop clear learning objectives, and improve the metrics against which training efficacy could be determined.

Ingredients:

1 cup effective communication techniques
1 tablespoon problem-solving strategies
2 teaspoons customer relationship management
3/4 cup product knowledge
Over a dozen individual learning assets
Souvenirs from a trip to conduct a needs analysis in the Philippines
1 teaspoon real-world scenarios
Generous interactivity
Collaboration and peer-to-peer learning, to taste

A screenshot from one of many decision drills allowing new call center agents to practice common challenging scenarios with customers in a safe, online space.

Instructions:

Preheat the learning environment to a conducive temperature.
In a large mixing bowl, combine effective communication techniques, problem-solving strategies, customer relationship management, and product knowledge. Mix well until all ingredients are evenly distributed.
Gradually add the online modules, virtual classrooms, and on-site workshops to the bowl. Stir gently to incorporate, ensuring a smooth and cohesive mixture.
Sprinkle in real-world scenarios and simulations, allowing them to infuse into the mixture. This will provide agents with practical experience and enhance their skill set.
Let the collaboration and peer-to-peer learning take place. Allow agents to interact, share knowledge, and learn from one another’s experiences. This adds richness and depth to the training program.
Finally, garnish the recipe with interactive learning techniques, adjusting the amount according to the preference of the agents.
Serve the blended learning program to new call center agents, providing them with the skills and knowledge needed to provide exceptional customer service and deliver outstanding results.

Enjoy the delectable training experience!

Note: The Pioneer Woman Cooks: Call Center Edition is a fictitious cookbook, and the recipe mentioned above is purely for purposes of being silly.