Blog

Home training for call center agents doesn’t have to be a headache!

[fa icon="calendar"] November 5, 2015 / Philip Barron

Working from home provides agents with the ability to perform the tasks they’d usually perform on a contact center floor, in the comfort of their own homes. As home agents communicate with telephone customers, respond to questions on social media, and answer email queries, many still question their focus, in their absence from the physical call floor.

On considering home agents as a possible solution to meet on-going center requirements, many centers question the process of rolling out training, considering the following:

  1. How can we ensure home agents receive and complete adequate training on a regular basis?

  2. How can we ensure home agents are applying the training provided to exceed customer expectations on every single interaction?

Quite fair considerations for any center weighing up the pros and cons of entertaining the prospect of home agents.

Thankfully, we've got the answers. Let’s waste no time!

The Common Misconception

There’s a common misconception that home agents have preferable working privileges provided on a bed of roses, in comparison to those agents who physically travel to the office daily and hold an evident presence on the floor.

The prospect of working from home can paint the initial impression of agents responding to customers in an aimless, half-hearted manner, while their attention is focused simultaneously on their day-to-day household duties or becoming encapsulated in repetitive daytime TV. That’s certainly not the case!

While it may come as a surprise to many, the efforts expected from home agents to deliver an exceptional customer service experience on every single interaction differs none from those assisting customers in the company of fellow agents.

In fact, home agents are equipped with exactly the same tools and techniques required to perform the exact same tasks as those in the center. The only difference being their surroundings.

A Home Agent’s Haven

Still finding it difficult to visually depict the working environment of a home agent?

Let’s consider the absolutely insane idea that a physical desk, computer, phone, and headset have been airlifted from the office and configured in a designated, purpose-made, area at an agent’s home, in exactly the same manner as the uniform arrangement within the center.

It’s imperative to keep in mind that customers will be eagerly awaiting confirmation, empathy, reassurance and resolution, irrespective of agent location.

“Agent location significantly hinders our current training processes.”

With home agents sparsely populated across a potentially large geographical area, organizing physical training sessions can quickly become as tedious as counting grains of sand in turbulent winds.

Add to the mix the possibility of time zones based on home agent location and the daily service levels centers must meet. Queue the headaches and facepalms!

Our experts have been around the block and experienced first hand the potentially humdrum process of rounding up agents for training. Learning from our experiences, we’ve developed learning content that streamlines such efforts.

By simply logging in to our secure Learning Management System, students can encapsulate themselves in a series of intentionally short, informative courses littered with relevant, engaging scenarios, within minutes. We’ll stay behind the scenes and automatically update course content on a regular basis with absolutely no disruption to service.

So, what’s required? A computer, browser, Internet connection, and a love of learning!

With our offering being available 24/7, 365 days a year, from anywhere in the world, what’s not to love?

“Monitoring home agent training progress and performance can be a headache.”

Let’s consider the skeleton structure of an everyday contact center for a moment.

A confined, generally open plan environment, with various rooms designated off the call floor for the sole purpose of training, HR and Quality Assurance efforts. An environment where, when the agents are actively engaged, their eyeballs pacing their monitors during particular customer interactions or training sessions, it’s very easy to pinpoint exactly what every agent is doing at any one time.

Understandably for centers, the ability to passively monitor home agent performance in their physical absence is immediately eliminated, causing concern in many cases. Well, concern no more!

Amazing e-learning content isn’t the be-all and end-all of what we do. We’ve thought long and hard about the importance of monitoring agent performance, taking our offering that one step further. Using the visually appealing dashboard we’ve developed within our Learning Management System, trainers can check specific agent progress against the content we provide, for every single program, course, and module.

Identifying performance results for a particular agent is also a walk in the park. Thanks to intuitive filters, trainers can sort results for specific agents, progress percentages, and even training material, at ease. What’s more, the ability to print certificates for agents on completion of our recognized Mastery Exams is a piece of cake.

Reciting the wise words of Benjamin Franklin, “Without continual growth and progress, such words as improvement, achievement, and success have no meaning.”

Embracing the use of real-time statistics, we facilitate the realistic concept of continual growth and progress, with the personal and professional development of every single agent in your center in mind at all times.

Never fear, we’re here

While we’re all smart and suave professionals, we’re only human.

When things don’t necessary go to plan it can be a particularly daunting experience. Leaving no stone upturned in our quest to provide both a first class offering and service, we too take customer service efforts very seriously.

Practicing what we preach, our living, breathing Community platform enables all students to communicate directly with our development team and other industry experts.

Our Community is also completely secure and monitored daily by our dedicated team, so we’re available to help you at a time when you need us most.

You are not alone on your learning journey!

Your learning journey is our top priority

With regards to home agents, we firmly believe that the theory that unseen input equates to unsuccessful output is completely absurd.

As the contact center industry continues to show absolutely no signs of decelerating, we’ll stand tall and keep a tight clinch on our belief that catering for a varied array of learning styles, irrespective of learner location, is key to providing an all-encompassing solution with a cherry on top for good measure.

Not only do we have the answers, we hold the key to your success.

Not convinced? Get in touch with us today for more info!

Topics: Contact Center Training, Remote Staffing / Training

Philip Barron

Written by Philip Barron

Phil Barron joined The Call Center School as an E-learning Developer in 2011. His background within various contact center roles helps him to bring his first-hand experiences to life, in the form of engaging and interactive training content.