Hi,

I am working in a Call Center as a training Coordinator. There are many issues that a trainer has to handle and the information that is available is limited. I'm sure that all the call center trainers face the same issues. What I propose is that we set up a forum for this, where we can pool our ideas and resources. Any one who shares this idea please don't hesitate to contact on joe@choiceconnex.com

Joseph, we would be delighted to set up a training forum for your on CallCentreVoice if you would like us to. Please get in touch and tell us what you were thinking about.

John

What I was thinking of is sharing of ideas on how to handle the outbound sales, you know the cold calls kind. The proper use of tone, sales skills implementation of assertiveness. the veiled aggression. Country specific people profile that will enable us to get a better idea of what motivates people to buy. Keeping the agents enthu all the time and loads of issues like this.

OK, does anyone have any further ideas on a training forum, other forum names or specific topics that you would like to see covered in CCV?

Lindsay

Hi Joseph,

It is good that you thought of a trainers forum. The forum should ideally discuss issues like training costs, training resources, training deliverables and like. Why dont you start with atopic of interest and let us see how the response will be.

Vedula

As with all training forums trainers are frequently reluctant to share training material/ design and exercises for obvious financial reasons (and also ownership/ intellectual property reasons).
In my experience there are several issues that frequently occur in all call centre training interventions.
1. Operationals issues - how/when/why train/impact on the calling centre ?
2. Mangerial issues - Management buy in/culture/ financial implications of training versus not training - short and long term
3. Follow up/development issues by managers/ team leaders
4. Issues within the training function - TNA, design, delivery, evaluation, resources, knowledge bases, legislation, benchmarking, best practice, Govt initiatives etc.

To create a forum the unifies or even neatly compartmentalises these cross site issues is too great for other forums. Usually they just paste a topic and everyone reacts. Subscribers may comment on the wider picture or common issues but sharing of course material is another ball game altogether.

There should be different modules for training:
1) Basic module
Which should cover all aspects:
Basic skills,voice,culture,accent (if reqired), communictaions, ext
2) Project specific:
Technical / Non technical
3) Product training
4) Web based/Voice based training
5) Time management
Thanks
Jay