NobelBiz® Blog | First Contact Podcast VIDEO: What Should Happen on the First Day of Call Center Training with Nancy Munrohttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz During our talk with Nancy, we went over the basics of what should happen on the first day of call center training, including some often-overlooked things that typically need to be sorted out. Check out her take on what absolutely needs to be sorted out during an agent’s first experience at a call center. https://nobelbiz.com/wp-content/uploads/2020/09/nancy-munro-medium.png Guest Nancy Munro CEO & Founder Verbal Transctions Published on September 25, 2020 Christian Montes If you were to talk about the first day of call center training, what do you think is the most important thing in your opinion for someone who’s never worked in this space. Nancy Munro That’s tough. Part of it depends on kind of their workforce setup as far as how they’re being tracked and monitored and being comfortable with that. This article is part of our podcast series. Listen to it here: PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC1wb2RjYXN0L2VwaXNvZGUvNlNHRllHR21TTlVOclRBUWdkZ3hzZCIgd2lkdGg9IjEwMCUiIGhlaWdodD0iMjMyIiBmcmFtZWJvcmRlcj0iMCIgYWxsb3d0cmFuc3BhcmVuY3k9InRydWUiIGFsbG93PSJlbmNyeXB0ZWQtbWVkaWEiPjwvaWZyYW1lPg Check out more bits from this episode here. See more episodes on our podcast page. 1. Time Management and Arranging the Office Space But I would say time management is one of the really key elements around, especially working from home. A lot of people aren’t even used to working from home. So, it’s really finding an environment and space where you can concentrate and not have distractions. So that’s step number one: making sure your environment is set up so it’s conducive to working from home. 2. Guidance on What’s Expected And then really getting guidance from your supervisor or manager on what’s expected of you. People do what’s measured. And so what’s expected of you. 3. Training on the Call Center Systems But then again once you get past kind of the orientation side of all of that, the real challenge that we see within the contact center space is: unfortunately, a lot of organizations have a combination of legacy systems and new systems and it’s just – if you’re not tech-savvy, you’re going to struggle with it a little bit. So, helping those people that aren’t tech savvy, giving them guidance and tools like our simulator to learn how to do it in a safe environment that lets them make mistakes. Because people learn from their mistakes, if you think about it. 4. Active Learning through Fun Activities Years ago, I used to sell. John Cleese had corporate training videos that he did and they were all super funny, kind of the Monty Python style. And they would always show the person making a mistake and messing up. What their theory was: that because we’re demonstrating how to do it wrong, in a funny way, you’re engaged in it, it’s a more active versus passive form of learning. If you’re laughing at something, it’s an active form of learning. And so that’s why they made them funny, because you’re going to be actively involved in learning. You know you’re observing a video, you’re laughing at it, it’s going to go into your long-term memory and you’re going to remember that the next time you encounter that scenario. 5. Training People through Simulations So same thing with giving people simulations to learn from, it allows you to make those mistakes and you’re not going to expect to be perfect right off the bat. But giving people tools like that – that they’re not going to be sitting in front of their peers and get embarrassed. 6. Important: Avoiding Role-Playing Training That’s the other thing about role-playing – people really do not like to be put on the spot or having their new boss watch them and they get all nervous. We kind of removed the element of observing you and calling judgement on you because some people just learn slower and once they learn it, you know, they’ve got it down. 7. Getting Comfortable with the Setup But if you’re not tech savvy, a lot of these call centers – you’ve got three screens, you’ve got tabs open, it’s crazy. Until you really get comfortable and get that set up, get all your tabs set up the way you need them to be, then you can be really efficient around that environment. So that’s really hard for people, I think, when they first come aboard in a contact center – getting all the right technology set up at their fingertips. Christian Well that’s great and I think I couldn’t agree more, nothing could frustrate you more in a learning environment when something is literally prohibiting you to be able to do the next step. Whether it be the sense of comfort and safety all the way to having the right technology and obviously not being judged, I’m sure there’s plenty of people that have that challenge. Summing Up So that’s the gist of it. The first day of call center training needs to include things like setting up the workspace, getting familiar with it and with the systems, but also training, active learning, and any other type of specific guidance the agent might need. Got any ideas? Let us know down below. In the meantime, consider kickstarting your fresh remote agents’ productivity with a completely remote omnichannel contact center software: NobelBiz OMNI+. We’ve got intelligent solutions for supervisors, managers, and admins for reporting, monitoring, and assistance. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!