If the call center does not pay attention to the construction of the training team, it ignores the long-term development interests.

Let the trainer grow, then let the staff grow, the team leader needs to grow, and the quality inspector needs to grow ... The most urgent task brought by the urgent growth demand of the call center is to establish a complete training system. A complete training system should cover all positions, business processes and development stages of the call center. Today, with the development of call center, the current training system can cover the level of team leader from the perspective of post. In terms of business processes, it can basically cover all business processes; For the development period, the course of call center lacks a hierarchical course system, that is, it is impossible to set courses in different periods according to the stages of individual and team development. In addition, at present, the call center mainly focuses on business training, and the skills training is incomplete. For these shortcomings, enterprises basically adopt the form of foreign training, but the biggest problem in the form of foreign training is the lack of consistency and personalization of courses. Compared with open classes, internal training is more practical, but there are still many problems. Therefore, the call center should also establish its own training system and cultivate its own team of trainers.

Several problems to be considered in establishing call center training system;

1. Who needs training?

2. What courses need to be trained?

3. How to explain these courses?

4. Who will do the training?

5. What is the training effect?

Another difficult problem in training management is the evaluation of training effect. Although each call center will have a training effect questionnaire after each training, we all know that the score of this form is basically the teacher's hard score, not the teacher's level score. So how to evaluate the effect of training? In fact, the ultimate goal of our training is to apply what we have learned. This use only needs to be reflected in quality and quantity. The quality of service needs to be judged by quality inspection or customer satisfaction, and quantity means the realization of KPI index, that is, the training of call center needs the assistance of on-site management and quality inspection.

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