Training and knowledge development are essential for customer service agents
Customer service isn’t for everyone. If agents are untrained and don’t have the appropriate soft skills, it can end up hurting customer satisfaction and your bottom line. Thankfully, there are people who excel at customer service, especially with the right training and knowledge.
At XACT, we prioritize training and knowledge development. We consider both factors equally important components of the onboarding process and the continued success of all our client campaigns.
When we talk about “knowledge development” we’re referring to the creation of client-specific content that educates and enriches our contact center agents. It shares the who, where, what, how, and why of our client’s organization and their business processes so our agents can better understand the brand and represent it.
Our training doesn’t stop with our agents. It’s not just a one-time training program. Yes, part of the process is educating agents on how to answer phones, use the system, and record information. But we go further than your typical call center training. At XACT, we believe the best training is hands-on, interactive, and paced to the individual. Our agents learn best when they have a chance to participate and practice activities instead of just listening to a teacher or watching a video. You’ve probably heard of soft skills. Soft skills refer to things like the tone of voice to use, empathy, and attitude. They’re a critical part of the training we provide at XACT.
Our training programs are wide-reaching and don’t stop after the initial onboarding process. We require all of our agents to participate in refresher courses on a regular basis. This allows them to keep their skills and knowledge sharp. We also have tools available to ensure our agents provide excellent service. Our tools include live monitoring, coaching, and call barging. Live monitoring allows us to listen to the call without disturbing it. Coaching allows the supervisor to coach the agent without the customer overhearing. Call barging is when a supervisor takes control of a call directly.
Before our agents represent your business, they undergo extensive training. During the onboarding and implementation process, a knowledge expert will work with you to learn about your organization and business processes. Then, we create training materials around that information. We will work with you hand-in-hand to understand the nuances of your business to better represent you.
If you’d like to learn more about how we prepare our agents with knowledge and training, please reach out to us at (877) 922-8877. We look forward to collaborating with you.
