ChaseData Call Center Software Blog

At-Home Training for Call Center Agents

Posted by Ahmed Macklai on Oct 14, 2019 7:30:00 AM

at-home training

Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

Why Training Matters

No top-performing call center agent got to where they are by experience alone. Sure, there is a lot to be said for the importance of hands-on learning, especially in the field of customer service. However, being prepared and planning ahead are crucial when it comes to working in this fast-paced industry and the only way to do that is through training.

Just as any professional in the working world is expected to be educated before taking the reins in their chosen career, so, too, should contact center agents be trained. Training teaches numerous concepts, including but not limited to:

  • Proper use of company technology
  • How to speak to consumers properly
  • Etiquette for dealing with difficult consumers
  • How to conduct transfers
  • Terminology, both general and company-specific
  • The handling of business-specific features, such as processing payments, refunds, etc.
  • Information about technology upgrades, policy updates, software changes, etc.

These are the kinds of details that only training can impart - and that any contact center manager should prioritize training because of.

Finding More Opportunities for Training

Call center managers are always looking for more opportunities to fit training into their agents’ schedules.

Traditional training comes in two formats. The first involves training during regular work hours and on-site on company property. This has its advantages, especially for the call center agent. First, the agent is already on-site - no travel accommodations or other arrangements need to be made. Second, they already know where to go and what to do, and are generally comfortable with their environment. Training can also be worked into the workday this way, with half a day or another similar portion of the regular workday being dedicated to training while the remainder is spent doing everyday tasks.

The other traditional training format is off-site training sessions. These can be less convenient since agents generally have to travel and may not be familiar with their surroundings. Still, it can be refreshing to venture out of the office now and then, and the change of scenery can make it easier to focus on the task at hand - at least for some.

Both of these have pros and cons, but in general, they both take large amounts of time away from agents’ actively engaged time at their desks. In the world of the calls center where even seconds matter, these types of training are generally limited to a few times a year or less. That leaves managers looking for other methods to supplement these forms of training.

One solution is at-desk training sessions. These are less invasive and can make it easier for agents to get back to what they were doing quicker and more effectively. However, they are still distracting and still divert attention away from the agents’ regular workday. Some managers implement mini-sessions that automatically prompt agents to train between active engagements with clients or consumers, but these may not provide the type of effective training that is needed to refresh memories and reinforce concepts.

These complications and the constant give-and-take considerations that have to be made in planning training sessions are just a few of the reasons so many managers are turning to methods like at-home training for their teams.

At-Home Training For Call Center Agents - Taking Training Home

Nobody likes to think about taking work home. In fact, this is a complaint most people have with jobs that they feel overwork them - that they constantly feel as if they have to bring their work home with them. Once you punch the clock at the office, you should be allowed to leave work behind you, right?

That is definitely a healthy mentality to have. Any professional would agree. But there I a marked difference in having to take extra work home and simply being allowed the freedom to work - or train - from home.

Working from home is something most professionals see as a benefit - a reward, in some cases. People put in extra hours, work harder and perform better, all in the hopes of being granted the opportunity to work from home. With that said, why wouldn’t they be just as excited for the opportunity to train from home?

At-home training for call center agents takes some of the tedium that training sessions can bring out of the equation. When you can train in the comfort of your own home in your most comfortable clothes, training just seems a little more pleasant! Studies have shown that agents who enjoy training and look forward to it are more likely to retain the information provided during training sessions. So, who wouldn’t retain information they were given while sitting cross-legged in pajamas on their couch?

Offer the incentive to your agents to train from home. See just how exciting it can be for them to know that the chance to stay home and still be counted as attending training is on the table - and see just how hard they’re willing to work for it. You might be surprised at just how great an incentive this type of training can be!

Getting the Tools You Need to Offer At-Home Training For Call Center Agents

Want to offer this exciting opportunity to your agents? Thankfully, the software you’ll need is becoming more widely available every year as the work-from-home trend welcomes learning and training from home alongside it.

Consult the experts at ChaseDatafor everything you need to offer your staff at-home training opportunities. They’ll love the easy and intuitive format of our remote agent software - and you’ll love knowing that it’s the same reliable quality as every other ChaseData product! Give us a call today to learn more!


Topics: Call Center Management, Call Center Operations