GoResponse Telephone Answering Service Staff

SMART training empowers agents

Training is incredibly important for every firm, but it is particularly essential for call centres, where staff attrition rates are notoriously high. By training agents correctly and ensuring that workers are happy, brands can reduce the loss of staff and see increases in business efficiencies, operations and consumer care quality. To ensure that telephone answering services staff are well catered for, it is wise to approach training using the SMART method.

SMART stands for Specific, Measurable, Attainable, Realistic and Timely. “Specific” highlights the importance of providing agents with tools that will actually be of use to them. There is no point in sending agents to accounting courses if they will never need to use such education. Meanwhile, “Measurable” means that workers should come away from training feeling like they have learned a job-ready skill that will help them with day-to-day processes.

For “Attainable”, executives need to focus on providing training that can be passed. There is no point, for example, in giving agents a course that is far beyond many people’s understanding. In additional, there should be an understanding of providing “Realistic” training that relates directly to their daily tasks. Finally, it is essential to offer “Timely” training that is relevant to agents’ current workload.

Providing the right training is extremely important if staff skills are to be maximised. For the call centre, this can be aided by using the SMART method. When education and support services are provided in the right way, effective training can bolster many areas, including customer services quality.

award winning