Call Resolution Agent Training Tips to Improve Customer Service

Agent Call Resolution Two-day Training Session

Train all of your Agents on the Call Resolution Delivery Model. The Agents chosen for training should not be restricted to only low or poor performing Agents, nor should the mix of the group be limited to only one performance level. In many cases, SQM has found that the most effective call resolution and Csat improvements typically come from first quartile call resolution performing Agents rather than from the lower quartiles. Agents at all performance levels and all tenures should attend the training with no more than five Agents per session so that there is minimal impact to call center operations and to maximize learning and sharing opportunities within the group. The call resolution training typically takes two days and should be offered throughout the year to accommodate all Agents.

The Agent call resolution two-day training program outcomes of improved call resolution and Csat performance are accomplished by using the following six steps:

1. Introduction to FCR and call resolution and its importance to the call center

2. Performance review of the individual Agent based on customer survey data

3. Education on the Call Resolution Delivery Model 

4. Agent self-assessment of call recordings and survey results

5. Agent group call calibration using call recordings

6. Agent call resolution goals and improvement plan

Call Resolution Agent Training – Questions for Assessing Practices

• Do you incorporate VoC survey data in your customer service or call resolution Agent training?

• How do you manage customer service or call resolution training costs and funding?

• What is the customer service or call resolution training budget?

• How do you get the most out of your customer service training programs?

• How do you align training with business needs and individual employee competency needs?

• Do you train Agents to deal with difficult customers and/or escalated calls?

• Do you train Agents using some service delivery or call resolution model?

• Do you use a call resolution competency assessment tool?

• Do trainers reinforce the right attitudes and skills in your training program?

• Do you train supervisors on how to coach Agents to improve VoC performance?

• How many training days are required before an Agent is appropriately trained?

• Do you use a call resolution training simulation software, training videos, or computer-based training?

• Do you use assessment tests and certification for new and/or ongoing training?

• What is the number of days for refresher training, on-the-job training, and classroom training for existing Agents?

• Do you feel that you make time for training Agents to resolve calls?

• Do you hire for attitude and train for call resolution skills?

• Do you communicate customer call resolution expectations throughout new hire training?

• Do you emphasize how customer service and call resolution financially impacts the company?

• Do your Agents feel that the training helps them improve their call resolution?

• Do you mentor or job shadow new Agents?

• Do you effectively use technology to train Agents for resolving calls?

• Based on QA and customer survey performance, do you adapt training to make call resolution improvements?

• Do you involve supervisors in new hire and refresher call resolution training?

• How do you determine Agent knowledge or call resolution issues?

• Do you use a blended approach (e.g., simulations, role-playing, classroom, and QA) for customer service or call resolution training?

• Do you train Agents on the best and worst call center customer service stories? 

• Does your Agent training have a positive FCR and call resolution impact?