1, system operation skills.
Every employee needs to know how to correctly use various functions and status settings of the telephone, how to quickly find the required information between different screens, how to use other auxiliary tools to improve work efficiency, and how to use internal websites for learning, communication and information acquisition. This part of the training content in most call centers is well done. However, one thing needs to be emphasized to employees. We must use the various states of the telephone correctly according to the actual situation.
2, industry and product expertise.
Call center employees must fully understand the information of the specific products or services they serve, the processing flow of different service requests, the basic needs and expectations of customers for services, and so on. Most call centers do a good job in this regard. However, there are some problems that can be further explored and tried, that is, whether the training should cover some basic knowledge about the products or services of upstream and downstream customers.
3. interpersonal skills.
This is an aspect that many call centers have not paid enough attention to or even completely ignored. Call center is a crowded and tense environment. Teaching employees how to deal with interpersonal relationships better will help relieve their work pressure, promote teamwork and mutual assistance, improve their performance, provide a more pleasant customer experience and reduce the turnover rate of employees. Foreign professional call center research institutions have proved this point.