Customer service training is one of the things you must think about before proceeding with your outsourcing venture. Many business owners directly take part in training their outsourced agents to ensure that their performance is reflective of the brand’s image and standards. To make this possible, managers set up a virtual classroom to conduct training programs for their bilingual call center.
Virtual training is a much more practical choice for brand owners who want to check in on their outsourced agents who may be located overseas. It’s cheaper than physically traveling to the call center’s operation site, not to mention faster and more efficient. Typically, it’s executed via online video conferencing through messaging applications like Skype. Using a headset with microphone, a webcam, and a computer with Internet connectivity, trainers can conduct real-time learning sessions with their agents.
If you’re new to this setup, it can be quite tricky to design and execute a virtual instructional program. To guide you in this process, here are five tips to help you out.
1. Map the learning objectives.
The learning objectives, or the desired outcomes, are the skills and knowledge that you want customer support agents to develop so they can deliver satisfactory services.
Therefore, these objectives would serve as your basis in designing the entire program. Once established, you can identify how many sessions are needed, how often they must be held, and which instructional methods and platforms must be used.
2. Keep learners engaged.
For first-time virtual classroom trainers, the whole setup can be awkward, especially because you often can’t be sure whether your audience is really paying attention. To make sure that your agents are listening, keep them engaged by asking questions. Solicit suggestions and insights from them, and give them a chance to ask their own questions as well.
3. Make it fun.
A little fun every now and then can spice things up and keep the atmosphere relaxed. This way, everyone would feel more comfortable sharing their ideas.
You can make virtual training sessions more fun by using multimedia as a learning tool. With the help of an expert instructional designer, you may incorporate digital or online games and videos relevant to the topic being discussed.
4. Create an assessment plan.
After the training, there are a variety of ways to assess whether your bilingual call center agents have reached the learning outcomes expected of them. The assessment must challenge both their critical thinking abilities and resourcefulness. You may create an online test if you’re targeting knowledge development, or a practical examination if your goal is skill improvement.
5. Check the technology requirements.
The success of virtual classroom trainings depends heavily on technology, so you have to check whether you and your call center both have the required equipment and software. Also, check your Internet connectivity as well as the digital learning resources needed.