Did you know that they do these training sessions for onboarding Technical Call Center agents?

You will be shocked with how much dedication and time agents go through to become a competent Technical Call Center Representative.

Obviously, some of them are tenured and some already have their credentials. But whether you are in front or at the end of the line, you are compelled to undergo customer service training.

So without further ado, here are some of the training call center agents go through.

Technical Call Center Agents Trainings

Customer service is a skill. Meaning, everyone can acquire it through hard work and dedication. One must go through hundreds of hours learning empathy and improving their listening skills.

However, not everyone is blessed with patience to do it. That is why call center agents deserved more credit than what people gave them.

Moreover, here are the most typical call center trainings method:

1. Live call training

Without a question, the most critical form of training they’ll undertake in the call center is live call training. It is here that any theoretical knowledge will be put to use, and trainers will see how the agents manage calls under pressure.

As a result, live call training is included in onboarding, initial training, and any ongoing training. Agents (and management) should always strive to adapt and enhance their phone manner.

2. Classroom training

Although we will do the majority of our training outside of the classroom, this type of organized learning setting has its place. And it doesn’t have to be the traditional arrangement of rows of students facing a teacher. This includes workshops and group activities, which you would want to include as much as possible.

Classroom training is implemented to make sure that agents are also well-versed in all IT related jargons and procedures. They also study how accents affect business and culture here.

3. Online learning

Online learning is an excellent method to supplement hands-on and in-person training. To supplement their expertise, agents and managers can enroll in a variety of online courses. 

However, if you use it for necessary learning, be aware that it has the lowest level of engagement.

Technical call center agents have scheduled online learning every month to refresh their memory on important announcements and changes. These online learning can take up to 15 minutes to 1 hour only.

4. Implement a shadowing program

Sometimes leading by example is the most effective method to train an agent. New employees can be matched with seasoned call center agents through a shadowing program to see firsthand how the experts manage a normal client call. 

This type of training session may be a fantastic approach to help call center agents learn how to handle client concerns.

A less time-consuming method to create a shadowing program is to have new workers listen to prior call records that demonstrate exemplary customer care. 

BPOs may use recordings to choose conversations that illustrate how to handle specific scenarios and difficulties. This enables them to tailor their call center training to assist agents in addressing any significant shortcomings they may have.

What does Tech Support do in a call center?

Tech Support Agents usually provide technical and network problem resolution to end-users (customers) in a 24/7 in-bound contact center environment, under general supervision, by conducting diagnostic and leading users through step-by-step remedies. 

Solutions include, but are not limited to, resolving login and password issues, uninstalling and reinstalling basic software programs, checking correct hardware and software set up, power cycling equipment, aiding with navigating application menus, and troubleshooting email issues.

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