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Call Center Training: Programs
built 160 days ago
Call Center Management: Managing and Motivating Your Staff gives the student information about turnover and training as well as processes for reducing turnover and training effectively. The program ... gives the student a process for managing employee stress as well as guidelines for motivating and communicating with employees.
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Incoming Calls Management Institute (ICMI) offers the world's leading training programs and educational resources on call center management. ICMI is dedicated to fostering a new breed of call center professionals, individuals with the vision, expertise and commitment necessary to enable their organizations to thrive in an era of heightened customer expectations, expanding channels of contact and global competition.
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A proper training program is an essential component of a successful call center. Due to high turnover rates, ongoing training classes for new hires are always being held. Seasoned call center veterans attend refresher classes on customer service skills as well as presentations on system enhancements and new lines of business that will be added to their responsibilities. Remedial training classes are sometimes offered to workers who have received poor evaluations.
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Training for call centers is complex, and the trainees are at an administrative level. Charles Schwab introduced many new programs and features, and needed to train this globally-distributed audience and ensure that their responses and trade inputs are accurate and followed Schwab Processes.
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Lee realizes that many call center managers understand that employee satisfaction and retention go hand in hand and are taking steps to reduce turnover and burnout in the industry. Popular approaches to addressing the issue include improving testing and hiring practices, increasing agent training periods and creating employee development programs. However, adopting these techniques adds to a manager’s already heavy workload and offsets the intended bottom-line benefits by increasing recruiting and training costs. What is the answer? How can managers and agents find a mutually beneficial answer to issues plaguing the call center industry?
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MaraStar Communications - MaraStar Communications produces animated business cartoons for training, motivating, and communicating with your call center employees. MaraStar's animations can be sent via email, used in PowerPoint, posted to an intranet site, used in Online Training or CBT, or incorporated into break room training and messages. MaraStar's animated programs ... include posters, learning materials, and a variety of online options.
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