Use reliable customer training evaluation methods

Imagine such a situation.  You have purchased the product or service and you have done some question regarding it. For instance it doesn’t work properly or you’re not satisfied with the service.  What do you usually do in such a situation?  Well, you go to the company web side and look for a toll free number to call customer support service.  And very often it is by conversation with a customer support service operator you form your judgment about the company, its service and attitude towards customers.  If you had a negative experience in talking to an operator, if you failed to receive answers to your question and your problem was never resolved you would never deal with this company, wouldn’t you?

This hypothetical example vividly illustrates how important customer support service is.  Most customers never see company management and they do not want to meet with the president of the company.  It is a customer support operator who represents a company for those few minutes of conversation.  If you have a bore customer support services you will scare off most of your customers, even the most loyal ones.  This is to say that customer support service managers and operators need to undergo training from time to time to raise professional level and improve business and communicative skills.

Customer training is a must for call center operators

Customer training is a must for call center operators

At the same time you need to make sure that you’re not wasting money by organizing such trainings.  Moreover, your employees (helpdesk operators) need to understand why they undergo such trainings and what they learn there.

As you can see, call center operators should always develop and improve their skills.  As a rule, this has a direct impact on the company performance and overall revenue.  More customers means more money.  And excellent customer support service creates at perfect image of the company.

Use customer training evaluation methods to improve performance of a call center

Use customer training evaluation methods to improve performance of a call center

By using balanced scorecard system you will be able to monitor professional level of your call center operators.  At the same time you will be able to locate problems and imperfections in the work of your personnel.  If some training sessions went wrong you will easily see that and look for appropriate solutions.

By the way, training sessions may positively affect the employees, as your call center operators will know their weak blinds and thus they will have additional motivation to work better.  Use of balanced scorecard system contributes to development of a positive organization climate which is very important factor in any successful company.

Tags: , , , , , , , , ,