What are the most effective call center training methods for your specific context and objectives?

1 On-the-job training

On-the-job training is a method that involves learning by doing, with the guidance and support of a supervisor, mentor, or coach. It is especially useful for new hires, who can gain practical experience and confidence in handling real calls, as well as for existing agents, who can refresh and update their skills and knowledge. On-the-job training can be done in various ways, such as shadowing, role-playing, simulations, or live coaching. The benefits of this method include increased engagement, retention, and motivation, as well as immediate feedback and correction. However, some challenges include finding enough time, resources, and qualified trainers, as well as ensuring consistency and quality across different sessions.

2 Classroom training

Classroom training is a method that involves delivering structured and standardized content in a formal setting, usually with a trainer or instructor. It is suitable for introducing new concepts, policies, procedures, or systems, as well as for reinforcing or reviewing existing ones. Classroom training can be done in person or online, using various tools and techniques, such as lectures, presentations, demonstrations, discussions, quizzes, or games. The advantages of this method include clear learning objectives, outcomes, and evaluation, as well as the opportunity to interact and collaborate with peers and trainers. However, some drawbacks include the cost, logistics, and availability of trainers and facilities, as well as the potential loss of productivity and flexibility for the agents.

3 Self-paced training

Self-paced training is a method that involves allowing the agents to learn at their own pace, time, and place, using various resources and materials, such as manuals, videos, podcasts, webinars, or e-learning modules. It is ideal for covering topics that are not time-sensitive or critical, as well as for accommodating different learning styles, preferences, and needs. Self-paced training can be done independently or with the guidance and support of a trainer or mentor. The benefits of this method include reduced costs, increased convenience and accessibility, and enhanced autonomy and responsibility for the agents. However, some challenges include ensuring the relevance, quality, and accuracy of the content, as well as the motivation, engagement, and completion of the agents.

4 Blended training

Blended training is a method that involves combining different types of training methods, such as on-the-job, classroom, and self-paced, to create a comprehensive and balanced learning experience. It is a flexible and adaptable approach that can cater to different contexts and objectives, as well as to different levels and needs of the agents. Blended training can be done in various ways, such as alternating between online and offline sessions, integrating theory and practice, or mixing individual and group activities. The benefits of this method include increased effectiveness, efficiency, and satisfaction, as well as the opportunity to leverage the strengths and overcome the limitations of each method. However, some challenges include designing, coordinating, and managing a coherent and consistent curriculum, as well as evaluating and measuring the impact and outcomes of the training.

5 Continuous training

Continuous training is a method that involves providing ongoing and regular learning opportunities and support for the agents, beyond the initial or periodic training sessions. It is a proactive and preventive strategy that can help to maintain and improve the performance, quality, and satisfaction of the agents, as well as to address any gaps, issues, or changes that may arise. Continuous training can be done in various ways, such as providing feedback, coaching, mentoring, recognition, or incentives, as well as offering refresher, advanced, or specialized courses or programs. The benefits of this method include increased retention, loyalty, and motivation, as well as the ability to adapt and respond to the changing needs and expectations of the customers and the business. However, some challenges include allocating enough time, resources, and budget, as well as ensuring the alignment and integration of the training with the goals and culture of the organization.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?