In the process of integrating your services with a bilingual call center, it’s important to properly orient your team about delivering services to Korean customers in a way that reflects your brand’s core values.
Call center training, however, can take up a huge chunk of your schedule. The time you spend on training your bilingual agents can be used instead for entertaining calls from your Korean customers. So to prevent you from sacrificing productivity, you have to come up with time-efficient training strategies.
Follow these tips to optimize your agents’ training schedule.
1. Cut training into chunks.
It’s easier to provide several shorter sessions than to block an entire two weeks solely for agents training. In between these short sessions, they can start accepting calls or other customer service-related tasks. Thus, you don’t need to compromise your productivity and performance.
Also, dividing the entire call center training program into chunks will help agents process information more efficiently, so they can better remember the most important things and apply them in daily practice.
2. Invite questions from agents.
What you have to remember when partnering with a Korean-speaking bilingual call center is that its agents probably already know a lot about the clientele that you’re targeting. In this case, you can quickly focus on what they don’t know yet by inviting them to ask questions. This way, you can build up on the knowledge they have rather than waste time discussing what they already know.
3. Use idle periods for training.
There are off-peak periods when you receive fewer customer calls or none at all. Use these free time for training your agents. Or better yet, devise a shifting schedule so that other agents could take on the customer service tasks while others are engaged in training sessions. This would keep your customer service continuously active while other members of the team are focused on learning.
4. Incorporate e-learning into your training program.
If it’s extremely necessary for your agents to remain in front of their desks, consider e-learning as a platform for call center training. This way, agents can take up customer service lessons at their own pace. They can do this when they’re idle or when they’re not getting any calls. E-learning is also a good complement for classroom-setting training.
Training is a necessary component of great customer service. The tips enumerated above will help you optimize your agents’ training schedule so that they can perform to the best of their abilities.