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6. Training in the call center

Read the sixth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.


6. Training in the call center

Experienced agents in the call center can benefit from which types of training?

a) Up-training: retrains agents on issues identified during the quality assurance process or teaches agents about new products, services, systems or procedures.
b) Communications training: teaches agents techniques for handling challenging customers.
c) Time management training: assists agents in multi-tasking and managing their time effectively.
d) All of the above

ANSWER: D

According to Donna Fluss, Principal of DMG Consulting LLC, even experienced call center agents benefit from training on a continuous basis. She recommends communications training, time management training and systems training, among other training sessions.

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