Coaching and Training your people
Coaching and Training
Your people represent one of the largest costs within your contact centre, so making sure that they have the right skills to do the job is important.
As soon as a new agent is recruited, then time and money is invested in training them on the products, services, systems, process, company policy, then they are let free on the phones, what happens when they are no longer new? Many organisations forget about these agents once they have been doing the job for a while, they assume that they have everything they need to deal with the customer unless a change takes place in the operation, but training should not be a one off. A programme of continuous improvement is vital if the contact centre wants to continue to give the "best" service to their customers.
The training should not just be focused on the agents, managers also need the same level of support if not more given that they are responsible for managing and maintaining a large number of staff.
Synergy Organisational Solutions can train staff from agent through to managers. Our training is not just focused on building skills, but also on addressing the fundamental traits effecting the behaviour of an individual, for example confidence, self esteem and lack of personal awareness. In our experience an individual's performance in their role can be seriously impacted if these issues are not addressed.
Coaching and mentoring staff is an important part of continuous improvement, this will provide the opportunity to identify specific strengths and weaknesses and build a one to one programme.
We also provide one to one coaching and can work through any factors impacting personal performance whether at an agent, team leader or manager level.
If you would like to speak to Synergy Organisational Solutions about Training and Coaching, please contact: enquiries@synergyorganisation.com