By Debbie Short, Cokesbury
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Simulation Exercises Allow New Representatives to Experience Calls During Training
Many call centers incorporate simulation exercises into their training programs. Consider setting up a simulation that will allow managers, supervisors, team leaders, and perhaps even veteran representatives to call into a training queue, which will be staffed by the new representatives. The callers will simulate real-world call scenarios giving the new reps the opportunity to experience them before they’re put on the phone. This can be done throughout the training as new skills are learned or you can have one final exercise after the classroom training is complete. The final exercise should include at least one type of each call scenario the representatives will be handling.
There are several ways to implement the simulation. One is to have each representative log in to the training queue. The calls will be automatically distributed among them just like in the real world. This method works best if each new representative has a coach sitting with him or her to provide help and to take corrective action if necessary. In addition to a coach per rep, it will also require that several callers be assigned to call in with the same call scenario. This will increase the probability that every rep will have the opportunity to handle each type of call included in the simulation. So, this method requires a lot of staff-power to be effective.
Consider a method that requires less staff-power by using a speakerphone in the room where the new representatives are to take the calls. The reps will not log in to their phones. Instead, the calls will be answered on the speakerphone. The reps will take turns actually having the conversation with the caller and getting all the information needed to handle that caller. However, all the reps in the simulation will do the work at the computer as if he or she were the one actually taking the call. So, all reps hear both sides of the conversation and all reps get practice at the computer taking care of the customer. This method will not require side-by-side coaching but just 2-3 coaches in the room to roam around depending on how many reps you have participating. And it will not require that several callers be assigned to the same call scenario. All reps hear every call over the speakerphone, they all benefit from handling each call scenario, and less staff are needed to complete the simulation exercise.
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Cell Phones a Bother?
Are your trainers distracted by new reps using their cell phones during training sessions? Do they text their friends even when they know the expectation is to keep the phone turned off until break time?
Similar to elementary school cubbies or high school lockers, designate a place for each rep to put his or her cell phone as they enter the training room. He or she can then pick it up on the way out for break, lunch, or end of the day. A door-hanging shoe organizer would work well. You could even put names on the pockets of the organizer.
A Little Free Time Could Help
When creating your training schedule, consider building in a little bit of free time each week. This will allow for those who are behind to catch up, and it will provide more options in case something in your schedule needs to be rearranged. If your training program involves presenters from other departments to come in, having some unscheduled time will make it easier if any of the presenters have to reschedule.
On the other hand, you may have reps who are ahead of the class and certainly don’t need extra time to complete their work. In this instance, have additional activities or exercises that they can do, or consider moving them on to the observation phase of the training by putting them on the phone observing veteran reps.
Reward Participation
Use a reward system during training to encourage participation. For example, during topic reviews, offer a stress ball or candy bar to anyone answering questions or offering suggestions.
To encourage reps to ask questions (as you know, many feel too intimidated to ask), offer a reward to anyone who asks a question. Another way to reward would be to offer gold stars or training dollars. At the end of the training, give them a chance to cash in their stars or dollars for prizes. They don’t have to be huge prizes, and it may be that your company has items you could offer like t-shirts, mugs, etc.
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