The New Hire Training Mistake When Building Call Center Culture

Call center managers will agree the challenges of new-hire training are daunting. New agents see dozens of faces, become acclimated into a fresh company structure, learn a unique program, and are trained on strange computer equipment. They are asked to understand the culture of the organization, and to immerse themselves in the daily gossip and routines of the office, as they get to know others in the office and choose new friends.

A new agent must learn the policies and procedures of his company, grapple with sales and communication training pertinent to the program, and become comfortable with the work hours of the job. It all can be very challenging, and if the agent fails to execute even one or two aspects of the job extremely well, the agent will be set back in his objective to earn money and find success and comfort long term.

Recently, a new challenge has developed for agents going through initial training…

The call center is a complex technology-oriented environment. The way agents sell and the way customer service agents manage client expectations has been renovated because of their ability to make calls faster, take calls more quickly, manage processes more smoothly, input data fast, and understand circumstances more clearly.

Because the agents interact continually with computers, dialing systems, and ever-improving technology, agents now begin their first days on the job more concerned about the technological requirements of the position, and less focused on the communication and product aspects of the position. The first questions out of an agent’s mouth generally are “How do I use the computer? What type of computer programs will we use? Am I required to learn a dialing system or database programs? Can you tell me about the technology and how to use it? I am afraid and most concerned about the technology to tell you the truth.”

New hires are intimidated by the computer and various aspects of technology both before and during their first weeks on the job. They lose focus on the product, how to sell and service the product, and learning how to be great on the phone, because they are afraid of the buttons on their desktop.

Managers must be cognizant that mastering technology should be an agent’s least concern. Keep the agents focused on being great on the phone. Soft-Skills will solve everything. Customers will be happy, and prospects will buy, when the phone skills and product knowledge is fantastic. Customers and prospects want kind, knowledgeable, well-trained and helpful call center team members. They don't care if an agent can press a button. They care if the sound and result is good. Over-time, your call center agent will learn technology. Take 100 calls, as expected, the agent will master computer. But the agent will fail if they don't master product, understand approach on the phone, and focus on delivering amazing phone skills and soft skills to callers from the beginning. Spend more time on the delivery of phone information, then move to the technology platform. If you do it opposite, then your company will have a-lot of well trained computer experts who don't know what to say to customers and prospects.