NobelBiz® Blog | First Contact Podcast VIDEO | How to Train Call Center Agents Remotely Correctly and Efficientlyhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz The studies show one of the biggest percent of employees would stay at a company if it was an investment in learning and Bruce thinks call center training is critical to success. But efficient and correct remote training requires the right strategy and tools, let’s hear Bruce sharing his insights on this. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/08/Website-roundPic_Bruce.png Guest Bruce Belfiore CEO and Senior Research Executive of BenchmarkPortal Published on August 27, 2021 How to Train Remote Call Center Agents in a Correct and Efficient Manner? Remote call center agents training is more challenging than in-office because the agents cannot benefit from the social learning part and the isolation factor can play a role in reducing the effectiveness. Because managing a virtual call center is different than managing an on-premise one, having improper training can impact the high employee attrition rate and onboarding costs for each agent. This is why implementing effective remote onboarding is crucial for making sure your operations, performance and compliance are running smoothly. PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFQdzQ4UkxxRWZOdTR5WTJFNkt2UzciIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBhbGxvdz0iZW5jcnlwdGVkLW1lZGlhIj48L2lmcmFtZT4 Christian: Let's talk about the contact center agents that work remotely and talk about how do you actually train them correctly and efficiently? You said you were doing it before the pandemic. So obviously, there was a sense of urgency, you said, but how did you go about telling people, hey, this is what you have to do to effectively and correctly train people to work remotely. Bruce: So within the training, the curriculum was already there. And what it had to do was go from a classroom situation to an online, live situation for the centers. And that can be enriched with on-demand, certain certification courses. So mixing those appropriately, so that you get the live online training, that gives me information as the testing so that people actually know what to do, ties in this training really closely to the knowledge management system, which is extremely important and something that people have to do. And then consider yourself a trainer, somebody who's sort of always available to help out, rather than, you know: "I go into the classroom, and the brick and mortar thing and I take care of what I have to do and then that's it. Over to the supervisors and managers." You have to be more available, that’s the training. And also keep your eyes open, your ears open, and figure out what you need to do to improve over time. 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!