Call center training is training that call center agents and supervisors undergo to learn various aspects of quality customer service. It can be on contact center basics, soft skills, products, service skills, or call center management. Over the years, contact centers are increasingly focussing on a digital-first approach, security policies, omnichannel support, and customer experience. So most of the training programs in call centers will be based on these themes.
The easiest and most effective way of creating a call center training program is through an LMS. You can deliver different courses and tests at a time and enable participants to learn at their own pace.
An LMS usually comes with a built-in authoring tool or a course library or both. In addition, some of them are integrated with a centralized virtual classroom, quiz-making tools, collaboration forums, and reporting. All this makes an LMS a one-stop solution for call center training.
Call center training software such as ProProfs LMS can be the best tool for call center agent training. Whether you own a big or small call center company, the LMS can help you streamline and take complete control of training programs.
Create call center training courses easily using an intuitive authoring tool or a premium library of 100+ ready-to-use courses and templates. Anyone can use the LMS as it is designed for people of all skill levels.
Make your online training programs highly engaging by adding quizzes, videos, presentations, brain games, and other interesting eLearning elements. Keep learners motivated and focused to achieve a higher course completion rate.
Let your learners access the LMS from any device, anytime, and from anywhere. They can initiate learning on a PC and wrap it up on a laptop or smartphone.
Extract valuable learning data on course participation, progress, learning patterns, completion, total time taken, etc. Identify and bridge knowledge gaps and make data-driven training decisions.
Easily create online call center training courses, lessons, and tests using an intuitive authoring tool. A simple interface keeps it easy and quick. You can also access a premium library of 100+ ready-to-use courses and default templates. These resources are professionally designed and fully customizable with your existing materials and branding.
Assess your learners’ understanding and mastery over different topics through engaging quizzes. Pick from 100+ beautifully crafted quiz templates & over 10 popular question types. Keep learners excited about learning and ensure a higher completion rate. Make learning assessment fun.
Being cloud-based, ProProfs lets you train anyone, anytime, anywhere. The tool works on all devices and supports over 70 interface languages. The online training materials are available 24/7 and so learners can engage in self-paced learning despite time-zone differences. This ensures a seamless experience.
Track performance, completion rates, total time taken, and engagement centrally in a learner dashboard. Monitor who’s taken a course and who still needs to. Pinpoint problematic areas and improve course and learning experience based on rich data visualization and custom analytics.
Access a regularly updated library of 100+ professionally designed and customizable courses ready for deployment.
Easily manage learners and course assignments with a centralized and secure virtual classroom.
Personalize the LMS by choosing from over 100+ options for settings & configurations. Deliver training just the way you want.
Facilitate social learning through a Q&A-based online community. Let learners collaborate and access peer knowledge & wisdom.
Leverage auto-generated reports & analytics to measure the performance of individuals and groups. Take informed learning actions.
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The most commonly used and effective method is online training or blended learning. Even if you use on-site training, it always helps to supplement it with a web-based learning system.
Some of the advantages of call center training online are anytime, anywhere accessibility, automation of repetitive tasks, real-time tracking, seamless communication, and insightful reports & analytics.
To make the most of a call center training program, you should emphasize on ensuring that the learning sticks around for long and translates into real performance. For this, you need to use the right training tool, make learning engaging, support each learner to learn in the best possible way, and track progress regularly.
While you should never go overboard with your training, it should also be not too short and casual.
It varies from solution to solution depending on several factors. The type of plan you buy and the number of features you opt for will decide the final sum.
Having said that, there are many providers offering a free version and custom plans based on the number of learners you have.
No matter which plan you finally choose, first go for a free trial to gauge whether it suits your requirements.
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