What do I need to train my virtual contact center agents?


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The success of your virtual agents depends on more than just the skills and aptitude your selection and hiring process confirms. Training them on the tools and content to successfully perform the job for which you hired them is equally critical.

Just as your recruiters will conduct successful recruiting and hiring without any face-to-face interaction with applicants, your instructors will also never meet their students. They will deliver training via virtual classrooms. Training departments can select from among a plethora of distance learning platforms to adapt and extend the in-person training they currently provide in physical facilities to curricula for virtual trainees.

Instructors can easily carry out content delivery, skills assessment, testing, role-plays, test calls, side-by-sides, and even tours of their facilities via tested, proven commercial technologies.

They won’t require physical proximity to recognize excellence, implement a lesson plan, or manage students. They’ll quickly become just as adept at noticing personalities, talents, and varying degrees of comprehension and understanding of new ideas in the virtual learning classroom as they were in the traditional one. They’ll also be perfectly capable of recognizing and dealing with any different personalities and the “water cooler” cliques that appear and evolve during any gathering, whether in person or online.

Key components of your training will include:

• Role-playing – Have your agents work through actual on the job scenarios.
• Problem resolution – Resolving customer issues to their satisfaction
• Business process – What procedures need to be followed during the customer interaction?
• Product/Services – What is the information that needs to be disseminated to the customer?

Once your remote workers successfully complete their training, you’ll transition them to the “live” virtual contact center to use the technical tools, content, and processes they’ve learned.

Republished with author's permission from original post.

Alan Hubbard
Alan W. Hubbard, COO, the National Telecommuting Institute, Inc (NTI). NTI was founded in 1995 in Boston, Massachusetts and is a 51(c)(3) nonprofit disability organization. NTI's identifies and develops work-at-home jobs for Americans with disabilities.


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