Ditch Classic Training Methods
I'm sorry to say, but classical training does not always work in the fast call center. With classical training, I basically described structures referred to in books. The style is different but still works, so keep asking questions like:
- "How did it go?"
- "What did you do well?"
- "How could you do it differently?"  This always works in classical training and should be used early, but do not continue to use them after each call you have expected while converting parrots and repeating yourself over and over again. You see in a typical 45 minutes, you receive comments about approximately. 7 – 9 calls and if you continue to ask "how did it go?" After each one, they soon begin to ignore you.
Models like GROW and PESOS do not work, it's a wrong environment. No, instead, we need to focus on a return model.
Sold the Assembly
Too many call leaders had been trained before with one intention to compare their style with the checklist of what looks good. Now I'm not wrong this is an important management tool or indicator and for a long time it can survive. But it is not training and should not call it. The first thing I wanted to do with my people was to remove this connection they had in mind and do this in the first few moments to meet them. I used words like:
"Now before we start, let me show you how this training is becoming different and valuable to you. They are very good and point to potential areas that you can do differently to make you even better. You are even better than you are now. "
I like using the sentence " I want to work with you " It sounds much better than training, who me and # 39; M is afraid, many are still linked to training or closely monitored.
Build Report Quickly
Someone else, eyeball balls for eyeball, magic button for adapter with magic button, we simply have to report to people. Some of the unique things I do in this situation really help me to get along and relieve them. You want them to relax, otherwise the call will not work; They will perform differently because they are under pressure.
I realize that I am on the favorite side, not wearing an earring with other supervisors (although sometimes difficult). I ask them which side they want me to put on. I guarantee that the height of the eye is the same as by lowering and raising the seat. I do not want to look down on them. Eye contact is important so I match the amount of eye pressure they give me. A little talk is useful, but the normal nature of the calls around this is usually limited.
I think it's important to shape the talent you want them to use, such as voice matching. This should be a different character for me, so of course I will hear their voice. Finally, talk to them freely about themselves and their work – what they enjoy, what challenges do they have, maybe just chatting with who they are and what's up in the morning. But quickly get down to the first call.
Have a Structure
Structure is essential to call the hand and the tip I want to give you here is to explain this outside and continue to mark it through the training process. Definition is a key factor for them when dealing with customers on the phone, so we need to write them during the training period. Remember no surprise.
"After you started the first chat, we will listen to two calls without stopping and I think you've broken for a moment while we receive some comments. Short comment before going to the next call In about 45 minutes, we'll cover you and think. Listen? "
They are" A "student
I call this in advance. Before the first call comes in, choose a forum by asking them what they want you to listen to and comment on. This often comes as a surprise to those whose previous training goals go straight to a call. So be prepared to investigate this area as you will get the answer "I do not know". Connect with some training that might have taken place in advance or maybe some kind of team leader experience.
Did you remember school when you turned on your homework and got the results? Did you regularly know A or are you more B student or C, possibly – with teacher notes that say "Room for improvement".
Type brings back memory, but it can be very useful when done in advance. If you get some information from them after asking the question, it's worth asking them to measure their ability to handle calls. You can use B + format or 10-digit – it does not matter.
"So if you were measuring your average call from 1 to 10, where would you put yourself?"
"I think 7 or 8"
] "It's great, interesting, what would 10 out of 10 call look like?"
"For you to get the perfect 10, what would you like to do differently?"
It seems so worth it to give it a go.
Give Dolops of Praise
This morning my car was taken in ice cream so I popped out 10 minutes early to drive the machine and die and die it. I dropped the engine for about 5 minutes, so when I climbed the car was lovely and toasty and the machine humming, unlike me!
Like a car on a very cold morning, my people had to warm up and the best way I've found is to listen to one or two calls to begin with and point them to the positive aspects I noticed. I've found the most effective way to do this is to say what you heard them do or say, explain why this is good and its positive impact on the customer. For example,
"I really like how your voice sounds mature and enthusiastic, you can do this because you have a good song choir and can stretch your voice to the maximum effect. Well done"  Better than "You Have a Good Voice"
Even the hardened and experienced call manager will endure this and it is especially important for the new supervisor who is often a little nervous. The next call you listen to will be very normal and an indication of how they work normally.
When I have listened to the phone's headphones, I would like to call the call and your computer screen as you can easily come up with the detail of the call, and irrelevant observations.
It is the verbal and vocabulary we want to achieve. I want to listen to the voices of both men; I want to perceive the customer and how he feels. How do they respond to what they say, their voice, their speed. Thus, I can search for matches and leads and feelings rather than content and content of the call.
Use "Different" Not "Wrong"
This is so simple but so powerful. I have questioned many coaches who comment on what the person is doing wrong. Now it's nice to make the person aware that this is a major purpose of the training session. I would rather be practical and point out something that should make a difference that defeats in a weak area.
This is much more inspiring and practical.
For example, if they talk too fast and the customer can not understand, I would say something like:
"I noticed that the customer asked you to repeat what you were saying several times. and this would save you time. "
Rather than " I noticed that the customer asked you to repeat what you were saying, because you talked too quickly. "
It's as old as there are hills. Sometimes, a Hamburgers reaction is called by McDonald's model, or just a combination of responses. Whoever works for me is this:
- Tell them what they did well and the effect. Be genuine.
- Here's what you can do differently and what effect it has. Only one and it must be a priority
- Overall picture of a call that needs to be positive and up to date.
Three parts that can be done quickly and efficiently. Do not get a long-term discussion, if they do not agree with you, then it's just fine. Come over it and go ahead, and next time give clues why making it different next time will be important.
Working with Priority
The longest time you want to work with someone is 1 hour – I usually work for about 45 minutes. This gives you time to listen to a lot of calls and give feedback.
However, we can not cover all aspects and give a lot of different feedback. Not only would this be almost impossible on timing but frankly stimulating if there are just too many topics discussed.
Instead of focusing only on one or two priority reactions you can spot early on. Priorities, in the present case, affect other areas and this is the reaction we want to give. Then give them the opportunity to switch to the next call and feel the difference and then try this new corner several times during training. Not only is this a good training training, ie. Repetition is a mother of all abilities but very inspiring once you get that opinion and get better results.
This is my secret to dealing with business-to-business calls that are free to help us improve the efficiency and reception of quality training. Good luck and good training.