5 Tips for designing effective contact center training programs

Training programs are essential for both new and senior customer support agents. For those new to the job, training sessions serve as a way to get to know a brand’s products and services, as well as the customer service protocols that must be followed.

For senior employees, on the other hand, such learning experiences equip them with advanced knowledge on more critical responsibilities in the company. Similarly, it helps update their skills to ensure that they can keep up with current customer care trends.

As such, optimizing your call center training sessions is crucial. It serves as your contact center’s backbone that ensures the quality of the customer experience you provide and helps keep your brand reputation pristine. Here are tips that can help you make them more memorable and effective.


1.     Introduce the company.

woman with red hair shaking hands with business executive

This one’s specifically applicable for new hires. As part of your employee onboarding process, you must introduce agents to key people in the organization, including team managers, subject matter experts, training coaches and mentors, and other agents that they would be working with. Along with this, you must also discuss the nature of the company, its main goals, and principles. This way, agents will be able to represent your brand to customers in a manner that reflects your organization’s values.


2.     Discuss customer service essentials.

diverse business team in meeting training workshop

The core purpose of call center training is to help agents carry out their tasks efficiently. Some of the most important topics you must discuss include the basics of communication and customer engagement, call handling practices and etiquette, and product knowledge, among many others. All agents must also be adept in using various tech tools so they can effectively utilize them when providing support. For senior agents, however, leadership training programs are ideal so they can start preparing for management roles.


3.     Gamify your training sessions.

business partners bored playing with pencils

Healthy competitions can make customer service trainings fun and memorable. Typically done in groups, game-based learningmakes trainings more effective. It also lets agents build camaraderie with their colleagues, which is a vital ingredient of teamwork. Plus, such activities let agents exhibit their leadership skills and creativity.


4.     Use both written and practical assessments.

call center manager helping customer service agent in training

To measure agents’ overall learning, you need to administer both written and practical tests. Written exams will test employees’ cognitive development and memory, whereas practical ones can help you gauge actual performance changes. For instance, letting new agents take mock calls will give them a feel of what it’s like to handle calls in actuality, letting you gain an idea on how well they can perform their tasks.


5.     Gather and analyze feedback.

businessman in meeting pointing to employee

As a call center manager, one of your responsibilities is to optimize the employee experience. One way to do this is to continuously find ways to improve your company’s training programs. As for senior agents, it would be best to gather individual feedback from the customers they have assisted in the past. Doing this would give you an idea about the weak points in your training modules. Feedbacks and suggestions can help you design more dynamic and enjoyable learning experiences that will benefit the entire contact center.



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