Call-center agents have to deal with complex, wide-ranging inquiries, unpredictable customers, and changing products and services to better serve people.
Training your call center agents can help your staff perfect their customer service and communication skills, learn the details of the products and services they need for assisting customers, engage in hypothetical scenarios and get familiar with various techniques for handling complaints.
Besides, frontline agents are just the beginning. In a medium to large call center (which can deploy thousands of employees) there are also the supervisors, support staff, and managers who require training in workforce management, quality assurance and other aspects of day to day operations.
It scales to hundreds (or thousands) of employees
It allows learners can study at their own pace, without disrupting 24/7 customer support
It's easy to manage tons of different courses, especially helpful for call-centers handling a diverse range of products
It's able to respond quickly to new training demands
It can serve the entirety of a call-center's training materials to agents while they serve customers
It provides tools to help assess its own effectiveness
In the extremely competitive world of call-centers, eLearning helps save money. With a single LMS installation, you can serve hundreds (or even thousands) of employees at once!
Easily diversify courses
The ability to have tons of different courses and study materials makes eLearning a great fit for the telecommunication industry when acknowledging that centers may provide support to numerous products and services from multiple companies.
Avoid a scheduling nightmare
eLearning gives great flexibility to call-center agents as they can study at their own pace outside of time-consuming physical classes (which, with the time-schedules and 24/7 support shifts can be impossible to arrange in a satisfactory way to all employees).
Effortless material updates
eLearning also enables instructors to create new training material effortlessly and to deploy new training courses as fast as the need arises (e.g. to train agents on how to provide support for a new product).
If you want an industry standard LMS solution for your call-center training needs, TalentLMS is the right call to make.