A considerable amount of accountability for how things go when a new CSR hits the floor falls on trainers and supervisory staff. If you’re managing a call center, it’s your responsibility to keep things moving like a well-oiled machine. That means you’ll need to check in on team leads, and ensure that floor supervisors are closely monitoring progress by listening in on calls, providing coaching when necessary, tracking Key Performance Indicators, and making themselves available for any questions that may come up during the course of the day. Do new hires know exactly where to find trainers and supervisors when they encounter a problem? Do they fully understand the escalation process if they find themselves in too deep? And is every level of management approachable and ready to listen when issues arise? If the answer is yes to all three of those questions, then CSRs have nowhere to go but up.

Anyone who has ever worked at a hectic answering service knows that handling hundreds of calls for businesses that you know nothing about will take some getting used to. And it is certainly up to the employee to make the most of what they’ve learned. That being said, we’ve put together one more training element that all new hires should be given the minute they sit at their stations. The job aids below condense a lot of training into a handful of posters that can be pinned up and referenced often, presenting helpful hints when the CSR doesn’t have the answers, when the caller is becoming angry, when empathy is warranted, and more. Having these job aids around for quick reference will enable operators to coach themselves past little hurdles and learn to be as self-sufficient as possible. The more confidence they gain with each call will make magic happen. Maybe not the first day on the job, or even the first week. But with a little patience and the right tools, every operator has the potential for excellence.

Download Materials For Call Center Training Modules

Once you and your staff have gone through the training outlined in the previous installments of this post, the next step to ensure data retention and implication is to provide your staff with a visual guide that they can refer to  while at their desks. While it wouldn’t be effective to print out the whole guide, we’ve highlighted certain modules that we feel would be most beneficial to keep handy for quick reference.

#1. BLAST OFF

Program Materials: Download and print the Blast Off Poster to place on the virtual receptionists’ stations.

• Be friendly and empathetic
• Listen carefully to capture every detail
• Acknowledge the caller’s concerns
• Speak slowly and clearly
• Take ownership of your actions
• Offer to take a message
• Follow the best path
• Focus on the issue at hand

#2. De-Escalation by Situation

Knowing how to de-escalate situations and calm down angry callers is an important trait for all customer service reps to learn.

Program Materials: Download and print the De-Escalation by Situation Poster for your agents to use as a quick reference guide on how to best handle hostile situations. Some examples on the poster include:

• Reason: Called multiple times
• Response: I’m sorry, I know this is frustrating. I’m not quite sure why you haven’t received a response yet, but sending another message may do the trick. So, let’s get your information to the office and I’ll mark it as urgent to see if we can speed up that call back.
• Reason: Refund has not been processed
• Response: I’m sorry, I know this is frustrating. I’m not quite sure why you haven’t received your refund yet, but sending another message may do the trick. So, let’s get your information to the office and I’ll mark it as urgent to see if we can speed up that call back.

#3. De-Escalation Conversation

The examples below provide a flow of conversation that you can use when the caller is becoming angry, frustrated, or upset.

Program Materials: Download and print the De-Escalation through Conversation Poster which serves as a quick reference guide on appropriate phrases to say to upset callers.

• Apologize: I’m sorry to hear that
• Empathize: It sounds like this has been really difficult for you
• Act: But I’ll do my best to help
• Thank: Thank you for letting us know about this issue
• Resolve: And I’ll make sure this gets to the right person

#4. Transitional Phrases

Dead air can be awkward. Transitional phrases are words that help carry a conversation from one thought to another, one subject to another, or one sentence to another.

Program Materials: Download and print the Transitional Phrases Poster which serves as a quick reference guide on appropriate phrases to say to a caller while you’re navigating through the customers script in the background.

• No problem. Let me get a message started for you.
• It will just take a moment for me to type this up. How is your day going so far?
• If you don’t mind, I just want to read this back to you to make sure I have all of the details.
• I definitely understand where you’re coming from. Let’s see what we can do about this.

#5. What Makes a Great Operator?

We all want great operators answering our phones. The secret is just sticking to the FACTS!

Program Materials: Download and print the FACTS Poster to use as a handout during your call center training program and for agent workstations.

• F: Be Friendly and courteous
• A: Use Active Listening skills
• C: Stay Calm (even when the caller is not)
• T: Use a pleasant Tone of Voice
• S: Use a Smooth Transition to avoid dead air

#6. When you Don’t Have the Answer

Below are some phrases to use when the script or FAQs do not fit the reason for the call.

Program Materials: Download and print the When You Don’t Have The Answer poster to use as a handout during your call center training program and for agent workstations.

• You know, I’m not sure about that. Let me take down your information, and I’ll look into it for you.
• I don’t have that information in front of me, but I’d be happy to have someone follow up with more details.
• That’s a great question. Let me send a message along for you so that we can get you the right information.

#7. When Your Emotions are Escalating

Empathy is a key to being a great call center agent. You just need to stay CALM!

Program Materials: Download and print the CALM Poster to use as a handout during your call center training program and/or a poster for agent workstations.

• C: Change your perspective (put yourself in their shoes)call center
• A: Adjust your attitude (use a softer approach)
• L: Listen to their concerns (focus on the issue at hand)
• M: Move towards resolution (steer the call in a positive direction)

The post Call Center Training Program Part 3: Materials and Modules appeared first on Specialty Answering Service.

#1. Create a training binder, and record companion video tutorials.

If you have nothing else in your training program, you should, at the very least, have your call center training material in one spot. We recommend each agent have a procedures binder with step-by-step instructions on how to do pretty much everything that call center staff will do on a daily basis. The more detailed the tutorials, the less likely that the employee will find themselves at a loss and inclined to ask questions. Sure, they may have questions on the “why,” but ideally, the right training material shouldn’t leave them with questions on the “how.” In fact, with self-study of written tutorials and a few minutes spent reviewing basic video walk-throughs of common procedures, new hires may almost be able to train themselves.

Works well for: This technique works well for individuals who learn better by reading on their own. 

#2. Spend a good amount of time in the classroom, where group discussion can help elaborate on critical points.

When call centers are hiring, they’re usually bringing on several people at the same time. Classroom training courses can be valuable not only because it’s the fastest way to give staff the same instruction in the same way, but also because it is a great forum for questions that everyone else may be thinking and only one person isn’t afraid to ask. Instructor-led training is essentially a live version of what’s in your training binder, and elaborating on the “why” of key responsibilities may be the extra step that helps new hires commit pertinent details to memory.

Of course, every teacher has their own style; however, certain elements must be uniform, across the board. Speak clearly, and ensure that your volume is loud enough to reach the back of the training room. Pause at the end of every topic or throughout discussion on complex processes, and ask if anyone has any questions on the material. (If you wait until the end, people may forget what they wanted to ask.) And always refer back to the training binder. You might have consolidated a variety of tutorials into one PowerPoint presentation, so it’s important to remind new hires that they have all the answers at their fingertips.

Works well for: This technique works well for individuals who learn better by participating in group discussions where they can feed off of other people’s ideas and questions.

#3. Use scripted role play and improvised “what if” scenarios to offer customer service representatives an opportunity to work through sticky situations without having any adverse effects on your clients.

Remember when you were in middle school and the teacher would ask for volunteers to read aloud or assist with an experiment? Well, those are really helpful techniques for adult learning, too. Role play for call center training is a great way to get new or seasoned agents exposure to unfamiliar situations. Take a few hours of classroom learning, and dedicate it to running through real-life examples of scenarios that call center staff will likely encounter multiple times throughout the course of their employment. One way to do this is to transcribe actual phone calls that quickly went south, and have two employees read the script – one as the caller, and one as the operator.

First, go through the script as-is, and tout this as a prime example of what not to do. Then, ask the employees how they would do things differently. “What if” you find yourself in this position? What would you do or say to produce a more positive outcome? See what they come up with on their own, and be sure to provide specifics on how their supervisors would expect them to manage challenging calls. The more of these “do this, not that” situations that you go through, the more comfortable new hires will feel when they find themselves in similar circumstances.

Works well for: This technique works well for individuals who learn better by using a more hands on and intuitive approach where they can develop their own process.

#4. Set aside time for every trainee to shadow their colleagues and watch what they’ve learned in action.

Every call center should have headsets or phone monitoring capabilities that enable trainees to listen in on calls without being heard. This is a vital piece of the preparation puzzle – driving knowledge home by seeing and hearing what is expected of them in action. After the training binders and tutorials, the classroom education and role play, you’ll want to pair new hires with your best representatives so that they can get a feel for how the call center software works and what approaches ensure a top-notch customer experience.

It’s also a good idea to have them shadow several employees that may have diverse yet equally effective communication styles. That opens the door to outside-of-the-box solutions, thinking on their feet, and recognizing that there may be a bunch of ways to garner the desired outcome depending on how the caller presents themselves. Shadowing is an invaluable tool, taking what they’ve learned from second-hand experience and assimilating it into their own approach once they’re ready to field calls. Whenever possible, encourage trainees to ask questions in between calls if something comes up that is unfamiliar or confusing. Better to take a moment to work out minor issues before they turn into major issues down the line.

Works well for: This technique works well for individuals who learn better by watching someone else.

In the process of trying to teach staff about soft skills, empathy, and navigating difficult situations, it’s imperative that you don’t lose those skills yourself. So, however you choose to educate your customer service representatives, make sure they know that trainers and supervisors are there to provide additional instruction and support, when necessary. Outstanding leaders are available, approachable, and always ready to lend a hand and contribute to every new hire’s transition from timid trainee to call center success story. The stronger the leader, the stronger the team!

Don’t miss part 3 – putting it all together on the call center floor.

The post Call Center Training Program Part 2: Training Techniques appeared first on Specialty Answering Service.

In this 3-part series, we’ll help take the guess work out of answering service industry training, starting with a thorough review of the role that soft skills and empathy play in keeping clients happy. While phone skills, attention to detail, and a professional demeanor are second nature for some, for others, comprehensive soft skills training is an essential element in bringing out the best in your staff. And that’s what we’ve created in Soft Skills & Empathy 101.

The more equipped staff is to handle themselves appropriately in any situation, the more confident they’ll be on every call, and the better you’ll look to current and prospective clients. So, feel free to download and incorporate some or all of SAS’ soft skills handbook into your existing program, and stay tuned for part 2 – training techniques to fit every learning style.

Call Center Training Program: Soft Skills & Empathy

The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be familiar with, to what makes a great operator and some various skills and procedures that all CSRs should come to master. See below for the program outline and follow down the page for downloads emphasizing specific skills like de-escalation pointers and transitional phrases.

Program Materials: Download the Power Point Presentation to use during your training class.

#1. Basic Terminology

• Empathy
• Sympathy vs. Empathy
• Tone
• Active listening
• Transitional phrase
• Soft skills

#2. What Makes a Great Operator?

Just stick to the FACTS!

• F: Be Friendly and courteous
• A: Use Active Listening skills
• C: Stay Calm (even when the caller is not)
• T: Use a pleasant Tone of Voice
• S: Use a Smooth Transition to avoid dead air

#3. Using Your Experience as a Guide

• Think about your own experiences contacting customer service
• How did you feel?
• Put yourself in the caller’s shoes

#4. When Calls go Well, What is the End Result?

• Customers will leave the call without a doubt that they are in good hands
• Customers will feel valued and validated
• Businesses will be able to retain customers and build new relationships
• Businesses will see increased revenue from happy customers
• Operators will receive positive feedback
• Operators will inspire excellence among coworkers

#5. The Importance of Staying On Script

• Scripts are programmed a certain way for a reason and should be followed as best as possible
• It may be acceptable to go off script in some circumstances, like if you’re answering a question or providing reassurance to a caller.
• It’s okay to ad-lib some expressions and phrases such as: “Thank you”, “I’m here to help”, “I’ll make sure this gets to the right person”, etc.
• If you’re going off script, it’s important to keep things moving to reach the end goal, which is to get the message through.

#6. Soft Skills and In-Call Procedures

• Active listening for accurate message taking
• Placing the caller on hold
• Transferring the caller
• Fielding questions using the FAQs
• Accessing external calendars or websites

Ready for more? Continue to part 2 of our series where we explore 4 call center training techniques and best practices.

The post Call Center Training Program Part 1: Soft Skills and Empathy appeared first on Specialty Answering Service.