Five Signs That Your Call Center is Using Performance Enhancing Methods
Posted by Kerry Engle on Fri, Feb 26, 2010 @ 12:48 PM
Most of the traditional methods used for managing agent performance in the call center just aren't working anymore for many organizations. The ongoing operational demands, combined with the budget and resource restraints of late have left many looking for a boost when it comes to developing and effectively communicating with their front line. Here are some of the hallmarks of true, performance-enhancing training that, if implemented, will boost your level of play and leave you well-positioned to succeed.
What is Performance-Enhancing Training?
Since changing behavior is the only way to achieve sustainable results, all of the following principles are geared to that end. These principles are illustrated below.
1. Frequent
Too often call center training is an infrequent occasion as opposed to a consistent, systemic part of the call center operation. In a recent survey by Knowlagent, almost 40 percent of call centers reported training agents between one and four times a year. Many centers provide agents with access to a learning management system or knowledge base with the hopes that agents will go get the information and knowledge they need. Considering the enormous pressures to meet service levels, it isn't hard to figure out why so much of what is scheduled doesn't occur and why agents don't often take the initiative to get the information they need before they need it. Yet dips in call volume occur when agents have little to do. The underutilized asset in this equation is this idle time between calls. Exploiting this "natural" occurrence to push training to the agent desktop during these small pockets of down time is the only way to ensure training for call center agents happens frequently.
2. Targeted
Even if training is provided frequently, a one-size-fits-all approach doesn't provide maximum value. If the call center and the agent invest time in training, it should meet the needs of both. An agent does not want to be trained on something that isn't relevant to their needs, and the call center doesn't want to train an agent on an area at which he or she excels if there is another area that needs improving. Basing individualized call center agent training on performance meets the targeted criteria and provides the highest value.
3. Easy to Digest & Apply Immediately
Adult learning theory asserts that short learning interventions that can be immediately applied have the best chance at retention. This concept is clearly important in a fast-paced environment like the call center where the unplanned nature of calls gives agents less control over their day than most. A 15-minute learning break allows a short respite for some targeted information that is used on the next call for maximum reinforcement.
4. Measurably Impactful
One of the keys to success in any endeavor is measurement, and nowhere is a culture of measurement more prevalent than the call center. Giving all players a view to their performance, and an understanding of how they impact that performance through training, provides the measurement and guidance needed to underpin a successful performance improvement initiative at the individual call center agent level.
5. Consistent
Consistency has two applications in this context. The importance of regular communications cannot be overestimated in keeping call center agents informed and engaged. Additionally, the consistency of message in those communications and training is important. E-learning provides a conduit for regular communications and removes the possibility of different teams getting different messages or levels of information from supervisors, team members or even trainers.
Image by Dr. Stephen Dunn