|Deep end without safety equipment?|
- Require agents sit with and listen to Sr. agents take calls during training
- Have agents engage in several hours of role-plays during the training period so their first call isn’t the first time they’ve used the company dialogue or responded to customer questions/concerns
- Require the agents to take a final test in training. By passing the test, it gives the agents confidence that they will be able to successfully handle customer calls.
- After training, but before moving the agents onto their permanent teams, have the training class move into a transition area where they can take calls, but have extra help available to assist with questions.
- Set up an internal helpline for your agents. This is usually staffed by Sr. agents, who can help new agents either by phone or through chat. (Chat is preferred as one Sr. agent can assist several agents on the floor at once.)
- Provide extra quality monitoring and coaching during this time-frame. New agents want to know if they are doing all right or need to change anything. And if they can be corrected right at the beginning, it can prevent the agents from developing poor habits.
- Meet frequently with their team lead – to review their overall stats (call handle time, number of calls taken, quality numbers, first call resolution, etc.) to see performance improvement, and discuss any issues or concerns.