Call centers deal with customers. Customers are people that need to be attended to as the saying goes" the customer is always right". Even if customers are wrong, we do not have to tell them directly that they are, but try to let them understand how things are until they finally realize the company is right. Nice words and good conduct should be accorded to customers. Customers are after all, people that bring money to the company.
A service firms would need to train its worker in the call center, to enable workers to be aware of what is to be done and how to handle customers. Call center training can be done in many forms. Training could be done in a classroom setting, observing participants, or monitoring calls from a remote location. Computer based training (CBT) is the most common form of call center training. A CBT’s maximizes the effectiveness of training experience and it equips workers with the basic skill of communication.
Call center training covers the teaching on professional appearance, earning customer’s trust, establish credibility and show sympathy. It also covers telephone skills such as questioning, listening, responding and voice modulation, maximizing time spent on the phone, perform effectively even while under pressure, establishing and meeting individual goals, probe for information from callers and ensure at the end of the conversation if customer’s needs are met.
Remember that call center training is undertaken to improve customer satisfaction. A good call center service increase sales revenue and retains loyal customers as well as gain new customers.