Part of my PDP is to come up with short Learning events for the agents within my contact centre monthly. I have exhausted the E Learning angle and am looking for a fun and different way to do this. The challenge I come up against is that the agents need to be on their phones ready to take calls to ensure our service level is reached. Has anyone got any ideas on how I could achieve this goal with something different and more fun?
Thanks
Emma Crandon
4 Responses
am I being thick?
Sorry Emma but I read your question as “I have to provide some sort of training event but the delegates cannot attend or be available for it as they are committed 100% to be available to take calls”.
If this is the case I’d say your best way to achive the PDP is to convince management of the value of “sharpening the saw”,
if it isn’t the case, then can you clarify?
Rus
Thanks
Thanks for your reply.
Yes I need to arrange some learning events that the agents are able to do at their desk. This could be just to test their knowledge, or to refresh their knowledge etc but does not need to be a full training session!
Training call centre agents
Emma
I appreciate your dilemma but I think the question may be posed the wrong way around. The first port of call for any training is to identify the need. Once you have the issues they need training in the next step is to devide how best to do it. Some may need to be away from the phone. But some may need to be done at their desks. If so, then you need to work out how to trainin those topics or issues within the restrictions placed on you.
So, rather than ask for ideas in the abstract, I’d suggest working out the needs and then come back to this site to ask how to train X, Y or Z under the conditions you have described. We can then respond with ideas, or, indeed, confirmation that such a context is not suitable for learning those things.
Graham
Challenges
I echo some of the points made by others about how useful the training will be if people cannot properly concentrate on it. 20 minutes of focussed time will surely be more useful than an hour of distracted time?
Anyway, to help you, two things come to mind…
1. crosswords and wordsearches could be useful as these could be distributed at a set time, and have to be returned at a set time. All correct puzzles could be put into a draw for a small prize.
2. Self-directed ‘challenges’ where delegates have to find answers to a number of issues within a set time. Some things could be factual and require them to refresh their knowledge of policy etc. Some could be more behavioural ‘give an example of..’ or ‘how would you deal with…’ and some could be more general knowledge/fun.
It isn’t ideal, and I have to wonder how effective this would be, but as an optimist, I guess something is better than nothing.