Now that more and more call centers are staffed by agents who are working from home either part time or full time, it is critical that the virtual training provided by call centers is just as comprehensive, engaging and helpful as in-person trainings were in the past. Not only does high-quality training guarantee that customers are getting the best possible service, but it also dramatically lowers agent attrition rates. Here are four strategies that will help you improve your virtual training.
- Offer Technology Training Before the Training
It can be easy to forget that even with the highest point of the pandemic a few years in the rearview, there are lots of people who don’t know how to use videoconferencing platforms like Zoom and Microsoft Teams (or only have the most basic understanding). Since your virtual training is likely going to require participants to utilize different tools, such as breakout rooms, polls or other integrated apps, it may be helpful to offer a mini training on the technology you plan to use before the actual training starts. Or you can use the first block of your training to provide this information on how to utilize the technology. Eliminating these potential struggles will ensure that participants get the most out of your training.
- Make It Interactive
Without everyone being in the same room together, incorporating interactive elements into your training is crucial to keeping all the participants engaged and attentive. Fortunately, there are plenty of tools and apps you can use to do this, starting with the chat feature that already appears on many videoconferencing platforms. Chat is an easy way to have participants submit responses to questions, polls and hypothetical situations. It’s also smart to incorporate a variety of different communication formats when presenting all the material. Intersperse slides and videos with games and role-playing to keep participants involved.
- Provide Opportunities for Socializing
Another way to make training interactive that offers additional benefits is using breakout groups or rooms. Not only do breakout groups increase interactivity with the content, but they also give participants the opportunity to socialize with other trainees. When agents work from home, they don’t have as many chances to build camaraderie with the other members of their team. Breakout rooms start this process during training, giving them the chance to chat and work with people they will be working alongside virtually going forward.
- Work in Breaks
Fatigue is real, even when participants are logging in from the comfort of their home offices. Make sure you work in adequate break time that allows participants to stretch their legs, grab food and drinks or ask questions individually. If you try to present too much information in one stretch without any breaks, it’s likely that the information taught towards the end is going to be retained at much lower rates than that taught at the beginning. Even 5-minute refresh breaks between modules or activities can go far towards maximizing the efficacy of your training.
Agents that are new to your company are going to have a lot to learn and master in their early days on the job—your call center platform should not be on the list of things slowing them down. To learn more about how CallShaper will support your agents, not slow them down, request a demo today.