Over the past two weeks, I have written about the key considerations when moving from a premise-based call center to a cloud call center. So far, we have looked at Call Quality and Change Management. This week, I am focusing on Training.
One of the things I love about training a new customer is the ability to operate in parallel. At Evolve IP, we typically have the new system live for a week before the customer actually migrates to the new system.
During that week, all the agents and staff can be trained, the agents can actually use the new phones and the new call center client software, they can make outbound customer calls or internal calls and they can listen to the customer call flows to understand the customer’s experience.
We encourage the agents to take turns being the customer and playing out typical call scenarios with their fellow agents. That way they can work through the different sequence of actions or key presses that a change in technology brings. We’d much rather the agents fumble with their peers than live customer calls.
This parallel training allows for a very smooth transition because, by the time it goes live, the agents are already very comfortable with the new tools and technologies.
The final step of the training is to have on-site support the day the new system goes live. It brings comfort to the agents to have a knowledgeable call center person walking the floor to help them through the new technology. There are always little things that come up on every go-live, so having that support system in place is critical.
Be sure to check back next week, when I will discuss Migration.Categories: Call Center