Best Practice (Good)
Implement a program of continuous training for Call Center representatives who have completed the initial training, as well as a coaching program that instructs representatives on trending issues, less common situations that are not covered in initial training and new customer service strategies.
Typical Practice (Bad)
Train new Call Center representatives on only the product/programs they will be supporting, how to handle common situations they might encounter and other relevant training segments. Regular continuous training is not implemented once the initial training period is over.
Benefits: Ensures the skills and knowledge of all Call Center representatives are standardized and up to the most recent levels of quality determined by management, subsequently improving customer service quality and encouraging a dynamic, knowledge-seeking environment in the Call Center.