Call Center Training

Call Center Training: Effective Learning Beyond the Call
By STEFANIA VISCUSI
TMCnet Assistant Editor for Channels

When it comes to call center training, among the easiest and most effective ways to train agents is simulation-based training. In particular, simulation-based e-learning offers agents plenty of examples and real-life situations from which to learn, without running the risk of frustrating actual callers.

This type of solution for call center training allows agents to train in areas where they need it and when they need it, instead of just telling them what to do and expecting them to then apply it on the job. The simulation-based training can be further enhanced by a thoughtful blend of group-facilitated exercises and coaching methods and practices to help agents further develop and reinforce skills.

Call center training that lets agents "learn by doing" gives them a chance to develop their skills away from the actual caller. This type of call center training solution supports agent skill development and offers them a chance to try new methods, take risks, and learn from those experiences.

The simulations presented in the call center training sessions include simulated callers with a number of scenarios and possible situations to work with, and learn from. When a wrong decision is made, or caller frustration occurs, the solution is able to show, not just tell, agents why it has happened and how to correct it.

By including simulation-based training solutions in a call center training initiative, call centers are able to provide their agents with a safe environment to learn and develop skills that are effective when it comes time to handle actual callers.

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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.