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Call Center Training: Work
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The success of any call center, whether domestic or international, will depend on the quality of training imparted by these institutes in the long run. Ian Stern, managing partner, Holistic Enterprises, says training should ... focus on emotional maturity, as those joining call centers are young. The agents work at very high stress levels, as they handle 80 to 100 calls of varied nature. They should also be trained on how to sit for long hours doing one task rather than multiple tasks at the same time.
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Currently, the Helpline is maintained by a call center based at Trevor’s Los Angeles headquarters and a second based at the San Francisco Suicide Prevention Center. The goal of the new fundraising campaign is to raise monies sufficient to fully fund and operate the Los Angeles call center and to open and operate a new call center in New York. The funding would enable the two call centers to be open twenty-fours a day with a full staff of Helpline counselors. A related campaign goal is to provide funding for counselor training workshops that will graduate twenty-five new counselors each quarter.
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[I]t is crucial that agents and especially the call center manager note these occurrences and become better prepared and informed on handling them for the sake of their workers and their callers. In these situations the task should become how to handle this type of emotional call rather than instantly labeling it "abusive" and not acceptable.
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The HR managers have to seriously work towards developing what is called a career path to offer additional responsibilities to the call center workers. A sustained effort has to be made towards promoting the profession as ongoing and not as a temporary employment opportunity, which is the situation as of now. Besides the career path, statistics suggest that adequate and high-quality training ... aid in employee retention. The general perception about these contact centers is that they have been setup with the single purpose of exploiting the cheap human resource. There is a need to demystify this. The training wing has to be really strong and should offer ample opportunities for ongoing training and continuing education.
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DOW Networks is a telecom service provider that works with offshore call centers. DOW can provide US 1-800 numbers and toll free numbers from 70 other countries. DOW ... has a proven VoIP solution for call centers.
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