The Call Center Environment for New Hires

Most Customer Service Training and Consulting for new call center employees includes an introduction to key products and soft skills training on how to handle the customer.

But more is needed.

According to our survey of call center supervisors, new hires also need to have knowledge of the call center environment to succeed. Successful Call Center Supervisors recommend grounding in these areas.

1. The Industry and the Profession
Does your staff know how call centers fit in as a mission-critical part of businesses? Everyone answering the phones should understand the big picture and how the center, and their role, links to the overall strategy.

2. Performance Measurement
New hires need to know how they are being measured, by whom they are being measured, and how their performance will be evaluated. Ideally, this would include clear high, expected, and low performance targets that are aligned with the overall strategy and their role.

3. Workforce Scheduling
New hires should understand why it is important for them to be at their station on time to handle calls.

4. Technology
Call center employees should know the route of a call before it reaches the center and where it goes after.

5. Customer Relationships
Call center employees need to have a clear concept of the value of each and every interaction.