Call center training is vital for the agents working for you. However, with time and budget constraints, it’s not always possible to have them sent to institutions or other seminars and conferences for training. You never know when an emergency will crop up and you will need your best BPO managers to deal with it. So traveling for training is not a feasible option for many call centers. The way out is to have training modules in the BPO service unit itself. We have several conferences and interactive sessions with our agents in our campus itself. We like to include everyone in the loop and that is why we keep the entry unrestricted. We also schedule the sessions according to the work timings of the agents.
It is a discouraging trend that when time and resources run short, the call centers cut down on the training budget. They feel that because training is seemingly the most unproductive practice, they can cut down the modules and do a crash course for the agents. This pays off badly for the BPO. Untrained agents are difficult to work with. They may not know the ethics of the company of the seriousness of their role in it. They may not know about the telemarketing reports that they have to send across. It becomes difficult to keep them under the tab once they get to the floors. You would do well to ensure that only fully trained call center agents take the floor
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