Coaching Call Center Agents – How to Create Effective Training

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Coaching call center agents might not be at the top of your priority list at the moment, with the continuation of other functions taking precedence. If recent developments have forced your company’s contact center to suddenly shift to a primarily work-from-home set-up, you might be tempted to go into survival mode. That’s understandable.

However, we’re here to tell you that ensuring that you’re investing in your most vital asset – your people – has never been more important. And, contact center coaching can be done in a way that integrates seamlessly into and purposely drives the core processes and workflows of your operation.

Here’s the ‘Why’ and the ‘How’ of delivering effective training to your new at-home workforce.

The importance of investing time in agent training and coaching

When there are so many other fires to put out (and new ones seeming to flare up every day), why invest time and effort into training now?

New circumstances require new skills, support, and coaching

As your agents are becoming operational and adjusting to their new work-from-home environment, you may encounter teething problems and behavior changes. But that doesn’t mean that you can allow quality and compliance standards to slip.

Whether you’re voice-only or a fully-fledged omnichannel operation, a robust quality management process that covers all interactions is going to be vital to keep an eye on performance and compliance. And, if you actually want to do something about any problematic trends that you encounter, then training and coaching are going to be an integral part of this process.

What’s more, managing a ‘virtual’ contact center is not the same as running a physical one. It’s inevitable that new corporate processes and workflows will need to be implemented to ensure that your operation still runs smoothly and meets performance, compliance, and quality standards.

The suddenness of recent events means you may not have had the opportunity to prepare and train your agents for these new processes. In fact, you might be creating them as you go, in real-time. Therefore, it’s vital that you are able to provide that onboarding remotely.

This is exactly the time your agents need to feel most empowered

A rapid change to a work-from-home arrangement, while clearly very challenging for your business, could be putting many of your agents out of their comfort zone. For them to carry out their jobs effectively, and deliver an excellent customer experience, they need to feel confident and empowered.

Training and coaching can play a key role in instilling this confidence in your workforce both from a practical standpoint of onboarding new skills, but also in terms of agents feeling supported in their new circumstances.

Better training creates stronger customer experiences

From a customer experience standpoint, there’s never been a stronger business case for investing in call center coaching than right now. In a landscape where same-day delivery and 24/7 support come standard, customers demand exceptional service.

A robust and strategically structured training program equips agents with the skills they need to reach satisfactory resolutions–not just when they’re dealing with routine calls and staying on script, but when they’re faced with nonstandard issues that require them to use their best judgment. Training builds the confidence agents need to improvise successfully. 

Agent coaching sessions improve key performance indicators

Did your key performance indicators take a hit when you moved to a remote work model? You’re not alone. Some growing pains are to be expected, but you don’t have to sit back and accept poorer performance as the new normal. 

Targeted coaching is a surefire way to improve nudge KPIs like average handle time and first call resolutions in a positive direction. Stronger customer experience analytics not only means that more calls are being handled, but they’re being handled with greater effectiveness. All of it comes back to strengthening your bottom line.

How to keep your call center running smoothly

Coaching call center agents supports two key aspects of smooth, continuous operations: retaining existing talent and attracting new talent.

Giving your agents a path forward is key to holding on to them

Industry average agent turnover is 44% with a lack of training and development often cited as a key reason for leaving.

Unless contact centers can meet the training and development expectations of their staff, this percentage is only likely to get worse – 42% of Millennials say they would likely leave a role in which they felt they were not learning fast enough.

No one knows when things will get back to ‘normal’, but in the context of remote working, it’s likely that from a work-from-home perspective they never fully will. Once we’ve all been forced to prove it works in the coming months, the demands and expectations for people to be able to work remotely are not going to go away.

Being able to deliver training and coaching remotely is going to be key to holding on to your best people, now and in the future.

Coaching call center agents is key to staying competitive

To deliver a customer experience that differentiates you from your competitors, you have to take a serious approach to staff training and development.

According to a Salesforce study, 77% of service decision-makers are making significant investments in agent training and 63% say that improving workforce skills is a high priority in the next two years.

Industry leaders are not going to give up on their commitment to training and development remote agents because of the current circumstances, and neither should you.

And it’s not just about competing in the customer marketplace; you’re also competing to attract top talent. To hire, and hold on to, the best people, you need to arm new hires with the skills and tools they need to succeed and support their growth on an ongoing basis. 

Ongoing employee development is a key component of a strong employer brand, and whether or not a company offers it is something top candidates weigh heavily when deciding where to work. If you want to win the hiring game over your biggest market challengers, you can’t afford to skimp on agent coaching. 

Keep team spirit alive

Any successful business can point to a strong sense of team spirit and togetherness as major contributors to their achievements. Happy, motivated, and supported people make for high-performing staff.

So many of these factors are developed by sharing a location together, with colleagues easily able to support, encourage, assist and congratulate one another.

It’s vital that you take steps to ensure you don’t lose hold of this powerful yet delicate attribute now that you have switched to a dispersed workforce.

Capabilities like agent-to-agent chat, video conferencing, etc. are a good start, but training, and how you provide it, can make a real difference, ensuring that agents feel supported and valued. And its not just about agents. A well-implemented remote training process will also allow managers and supervisors to feel engaged and in touch with their team, when in-person coaching and support isn’t an option.

Create a culture of feedback

It’s impossible for agents to succeed when they don’t know exactly what’s expected of them. That’s an obvious conclusion, and yet ambiguity over goals and expectations is one of the biggest roadblocks to enhancing performance in the call center. 

According to a Gallup poll, only about half of employees strongly agree that they know what is expected of them at work. That means the other half is out there doing their jobs with some degree of aimlessness. It’s troubling, to say the least. 

Prioritizing agent coaching creates a culture of feedback in which agents consistently know where they stand and what’s expected of them to improve upon.

How to train a remote workforce

Use quality resources (and they don’t have to come at a premium)

To deliver quality training and e-learning for remote agents you need quality resources. However, purchasing these from specialist third parties can be very expensive, and not bespoke to your needs.

Don’t worry, the resources you need might be closer at hand than you think.

According to Deloitte, the idea that learning content should be provided by learning and development specialists is fast becoming, if not already, outdated. The growing trend is that learning content is provided by everyone in the organization, and curated by employees as well as managers and HR.

Think about what systems and processes you have in place that will enable you to leverage internal expertise and assets as training resources.

Can you drill down into performance data and identify high-performing agents who can then help pass on their skills and knowledge to others?

Can you easily identify and leverage exemplary call recordings as training resources? Are these available with synchronized screen recordings to give a more vivid demonstration of what high-performance looks like?

These are important questions, because if you can do these things, then not only will you save a lot of money on remote agent training resources, you will also have learning materials that are bespoke to your operation.

You are probably already carrying out at least some form of call monitoring as part of your ongoing quality management program, so adding a step to identify calls that could work well as learning resources (good or bad) should be an easy addition to that process.

You are probably already carrying out at least some form of call monitoring as part of your ongoing quality management program, so adding a step to identify calls that could work well as learning resources (good or bad) should be an easy addition to that process.

Here are a few areas to consider as you create your own e-learning resources:

  • Technical skills. For the most productive agent experiences, agents should be well-versed in the full range of functions your call center software offers. 
  • Soft skills. It’s hard to think of an industry where soft skills like interpersonal communication and conflict resolution are more necessary than in the contact center. 
  • Products. Agents can’t be expected to provide exceptional support–not to mention cross-selling and up-sellng–if they don’t know the product or service inside and out. 
  • Frequently asked questions. Flashcard-style training works great for helping agents internalize key scripting to use when dealing with the most common support requests. 
  • Compliance. It’s one of the densest areas to learn, but also one of the most important in terms of the livelihood of the company. 

Distribute resources and assign tasks effectively

Having resources is one thing, but you need to be able to effectively distribute them to your at-home agents when gathering in a classroom is not an option. Sending training out via email attachments very quickly gets messy, complicated, and almost impossible to track.

Think about adopting a system that will allow you to easily distribute relevant resources to your team, and then track acknowledgment, progress, completion, assessment scores, and more.

The best solutions also include a built-in discussion forum so that agents and supervisors can provide feedback and engage in a dialogue about the work set and the learnings that come out of it.  This kind of engagement helps clarify the material and builds confidence in the process and expectations in the minds of your agents.

And, if you are using your own interaction recordings as resources, think about how your training system integrates with your contact center platform. If you are looking to avoid lengthy manual compilation and distribution processes that involve decrypting and encrypting call data, then a training system that is fully unified with your contact center platform may be the best option.

Be smart with targeted coaching

The best training and support is targeted, addressing the specific needs of individual agents. But that’s easier said than done.

The first challenge is in identifying which agents need improvement and in what specific areas.

Having easy access to intuitive actionable data is the key here. Having a business intelligence tool that is integrated into your contact center platform will be a big plus, as it will allow you to avoid the lengthy processes associated with compiling and analyzing reports. 

Also, consider whether you are able to access data beyond standard contact center agent KPIs, overlaying business outcomes and operational data for more holistic perspectives.

This will allow you to gain real insight into individual agent performance and see how it is affecting multiple different aspects of your operation and, ultimately, your bottom line.

Consider a tool like wallboards, which act like a giant, interactive scorecard. These virtual, fully configurable displays show key performance data at a glance so managers can instantly assess real-time and long-term performance and adjust their coaching accordingly. With wallboards’ easily accessible up-to-the-minute data, managers can stay abreast of KPIs for every agent and team even when they’re not in the same physical location.   

Once you’ve identified something, you can do something about it. Here’s where you can leverage other agents’ expertise and call recordings – when their strengths correspond with coworkers’ weaknesses.

Know that your efforts are worth it

We’ve already covered having a remote agent training system that allows you to easily track completion and scores, but that’s only half the battle.

It’s all very well and good if agents are completing coaching tasks and scoring highly in your assessments, but if these learnings are not being reflected in the actual operations of your contact center, then it is a waste of everyone’s time.

Again, it comes down to having access to business insights. You need to be able to access data about your business’s performance from top to bottom and bottom to top. That means being able to track individual agent performance over time, as well as being able to see the overall team’s performance, quality, and compliance trends that will spell success or failure for your operation.

1:1 coaching is still important

Hopefully, this was helpful and we’ve got you on board as to the importance of continuous training and development for your agents, even in difficult times. The good news is that there are many tools and strategies out there all ready to help you.

And remember, digital training can only get you so far. 1:1 coaching and support is still going to be vital. So get ready for lots of video calls (though you are probably already getting very used to doing these with friends and family.

Good luck!

Frequently Asked Questions

What does coaching mean in a call center?

Coaching is a term for the systematic training and ongoing development of call center agents. Coaching call center agents contributes to higher agent engagement, stronger call center metrics and a more positive customer experience.

Why coaching is important in call center?

Coaching is essential to empower agents with the technical skills they need to do their jobs and the confidence required to navigate complex service requests with ease.

How can I coach a call center agent?

Leaders can coach call center agents by turning real customer interactions into training materials. With automatic call and screen recording, calls from high-performing agents can be translated into powerful, highly targeted training resources that can be viewed in perpetuity.

How can training programs enhance the performance of contact center agents?

In the realm of contact centers, where each interaction resonates, the importance of contact center training is paramount. Think of call center agents as the forefront of your customer experience, with call center training as their ultimate strength. This marks the genesis of exceptional performance.

Call center training isn’t a routine; it’s empowerment. It requires equipping agents with a diverse toolkit, including product knowledge and communication finesse. Through immersive programs, agents can grasp efficient issue resolution and absorb empathy’s essence.

The best program will go beyond the ordinary. It’ll present relatable scenarios, fostering engagement and real-world readiness. Infused with resonant customer stories, training can build a bridge between agent and customer. By stepping into customers’ shoes, agents understand pain points and their solutions’ profound impact.

But it doesn’t end there. Call center training should champion inclusivity, fostering an environment where agents feel valued and supported, queries are celebrated, and challenges are surmounted together. This camaraderie will extend to your customer interactions, instilling confidence and connection.

The outcome will be transformational. As agents evolve into experts armed with knowledge, confidence, and empathy, interactions become more than transactions. They transform into meaningful engagements, leaving customers not just content but genuinely heard.

In the call center sphere, training programs don’t merely elevate agent performance; they define it. Agents shift into problem solvers, brand advocates, and customer experience champions. Through call center training, agents don’t solely receive guidance; they become the beacons illuminating exceptional customer interactions. In every call, they radiate excellence, molding customer perceptions, propelling contact center success, and driving company-wide triumph.

What are the advantages of virtual training for contact center staff?

In the ever-evolving landscape of contact centers, embracing innovation is key. Enter call center virtual training, a transformative approach that ushers in a new era of learning. This cutting-edge method brings a plethora of advantages that cater to the demands of modern contact center staff.

1. Flexibility and accessibility: Call center virtual training erases geographical boundaries. Agents can engage in learning from any corner of the world, breaking free from the constraints of traditional in-person sessions. This flexibility empowers staff to develop skills at their own pace, fostering a sense of autonomy.

2. Cost-efficiency: Traditional training often involves expenses for travel, accommodation, and resources. Call center virtual training slashes these costs significantly. The digital platform reduces overhead while maximizing the reach of training initiatives.

3. Real-time interaction: Virtual training introduces a dynamic blend of real-time interactions through webinars, live chats, and collaborative platforms. Agents can ask questions, share insights, and learn from peers and trainers instantly, fostering engagement and active participation.

4. On-demand learning: The virtual setup allows agents to access training materials, modules, and resources around the clock. This on-demand availability caters to diverse schedules, making it easier for staff to balance learning with work responsibilities.

5. Personalized progress: Virtual training platforms often employ data analytics to track individual progress. This enables tailored learning paths based on agents’ strengths and areas for improvement, ensuring a more personalized and effective learning journey.

6. Interactive simulations: Call center virtual training leverages interactive simulations to replicate real-world scenarios. This hands-on experience equips agents with practical skills, boosting their confidence in handling complex customer interactions.

7. Engagement boost: Gamification elements, quizzes, and multimedia incorporated in virtual training enhance engagement. Agents are more likely to retain information when learning is interactive, immersive, and enjoyable.

In the call center landscape, embracing virtual training is a leap toward optimizing staff performance. The advantages—from flexibility to engagement—resonate with the demands of a tech-savvy workforce, resulting in empowered agents who are well-equipped to provide exceptional customer experiences.

What strategies are effective for training contact center agents to handle challenging situations?

In the heart of the contact center arena, where customer interactions can sometimes transform into heated battles, training inside call center workers to gracefully handle challenging situations becomes paramount. Here are battle-tested strategies to empower agents in conquering these encounters:

1. Role-play immersion: Enlist the power of role-play to simulate intense scenarios. This hands-on approach enables agents to experience diverse challenges firsthand, enhancing their problem-solving prowess and boosting confidence.

2. Empathy as armor: Forge empathy as a frontline weapon. Training agents to empathize with customers’ frustrations not only defuses tension but also lays the foundation for more effective issue resolution.

3. Active listening arsenal: Equip agents with the art of active listening. Encourage them to absorb customer concerns, ask clarifying questions, and provide comprehensive solutions. This not only showcases care but also yields accurate resolutions.

4. De-escalation strategies: Arm agents with de-escalation tactics. Techniques such as staying composed, employing positive language, and validating emotions can de-escalate charged conversations and steer them toward positive outcomes.

5. Decision-making tactics: Provide agents with swift decision-making tactics. Equip them with frameworks to evaluate options, predict outcomes, and select optimal solutions, even amid high-pressure scenarios.

6. Collective wisdom: Foster a culture of collective wisdom. Encourage agents to seek guidance from peers or team leads when grappling with intricate challenges. Collaboration transforms hurdles into shared victories.

7. Feedback fortitude: Establish a feedback loop to amplify growth. Regular feedback guides agents toward recognizing strengths and areas for improvement, catalyzing their journey to excellence.

8. Stress resilience: Introduce stress-battling techniques. Breathing exercises, mindfulness practices, and brief interludes empower agents to manage stress, maintaining a clear headspace during battles.

By harnessing these strategies, training inside call center workers becomes an odyssey of triumph. Agents emerge as adept problem solvers, adeptly turning challenges into opportunities to foster customer loyalty and elevate the overall performance of the contact center.

How can I provide comprehensive training for my inside contact center agents?

Creating comprehensive training for your inside call center workers is one of the best ways to fuel agent excellence. Start by laying a strong foundation of product knowledge, ensuring that agents are well-versed in the offerings they support. Encourage them to delve beyond basics, fostering a deeper understanding.

Communication finesse is paramount. Incorporate modules that enhance verbal and written communication skills, nurturing the art of articulation and active listening. These skills form the bedrock of impactful customer interactions.

Blend theoretical learning with practical application. Introduce role-play scenarios that mirror real-world challenges, allowing agents to navigate complexities in a controlled environment. This hands-on approach hones their problem-solving skills and boosts confidence.

Embrace empathy as a core pillar. Teach agents to recognize and relate to customers’ emotions, establishing a rapport that lays the groundwork for effective issue resolution.

Incorporate technology fluency into training. Equip agents to navigate the tools at their disposal seamlessly, maximizing efficiency in addressing customer needs.

Feedback loops are invaluable. Regularly assess agents’ progress and provide constructive feedback. This nurtures a growth mindset and ensures continuous improvement.

Integrate mentorship or peer support. Seasoned agents can provide insights, sharing their experiences and strategies for success.

Ultimately, comprehensively training your inside call center workers is an ongoing process. As industry trends evolve, so should your training program. Keep it adaptable, ensuring it remains aligned with the ever-changing needs of your inside call center workers. In this approach, you forge a team that’s not only well-trained but also primed to excel in the dynamic landscape of customer service.

What are the benefits of providing virtual training for contact center staff?

Virtual call center training has emerged as a beacon of transformation, offering a spectrum of benefits tailored to the needs of modern contact center staff.

1. Global reach: Virtual call center training transcends geographical boundaries, enabling staff from diverse locations to access consistent training content. This global reach fosters a unified skill set and knowledge base across the team.

2. Cost efficiency: Traditional training often entails expenses like travel and materials. Virtual call center training significantly reduces these costs, optimizing resources while maintaining high-quality learning experiences.

3. Flexible learning: Agents can engage with virtual training on their schedules, promoting good work–life balance. This flexibility empowers staff to learn at their own pace, fostering a sense of ownership over their professional development.

4. Interactive engagement: Virtual training platforms can offer interactive elements like quizzes, simulations, and collaborative activities. These features enhance engagement, ensuring that learning is dynamic, memorable, and enjoyable.

5. Data-driven insights: Virtual call center training often incorporates data analytics to track individual progress. This data empowers trainers to customize learning paths, addressing specific areas of improvement and maximizing training impact.

6. Real-time access: Agents can access training materials and resources anytime, anywhere. This on-demand availability facilitates ongoing learning, allowing staff to reinforce knowledge as needed.

7. Consistency in content: Virtual training ensures uniformity in training content and delivery, reducing discrepancies in information and ensuring all staff receive the same high-quality education.

8. Environmental sustainability: By minimizing the need for physical resources and travel, virtual contact center training contributes to environmental sustainability, aligning with responsible business practices.

In the dynamic contact center landscape, virtual call center training becomes a catalyst for growth, efficiency, and excellence. It empowers agents with globally accessible knowledge, fostering a culture of continuous learning that propels both individual and team success.

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