How Do You Manage Call Center Training?
A manager of a call center must make sure all representatives are trained appropriately to handle the duties and responsibilities of the job. To effectively manage training for a call center, the manager has to set up a schedule. Training for new hires can last any where from one week to 18 months depending on the organization. Training should cover a variety of functions and tasks, such as the correct way to answer the phone, using the computer system, and handling customer problems and complaints. Decide what information will be communicated within the training sessions. Break down all of the information that the call center representatives will need to effectively do their jobs. Decide how in-depth you will need to cover the information. Develop time slots or schedules for all information. Determine who will provide the training. There could be more than one trainer needed for the sessions. Make a list of all the representatives that will be in attendance. Your training session coul
