Is your knowledge base actually worth the amount of money, time, and effort you put into it?
Congratulations! Your company is growing, which means your team is growing. Or maybe there are operation changes happening. Either way, it’s an exciting time at your company.
We all have to deal with change — especially if you work in a call center! Change can cause chaos, which is often manifested through longer training times, decreased QA scores, increased hold time, etc. But it is possible to build a training program that is resilient to change. In this recorded web training, we explain how you can create a training program that can handle changes in people (new hires), processes, or location (WFH or on site). Watch the 30-minute video below to learn how, or jump to the section you need with the Table of Contents. Table of Contents: 0:50 – What do your customers want? 1:42 – How can you give customers what they want when you are going through change? 4:54 – Keys to building a resilient plan 5:18 – How do you systematize a call? 6:10 – Zero Memorization 🔎 Related: Save time training with Zero Memorization 9:34 – Step 1: Identify and systematize your calls (with an example) 17:22 – Step 2: Turn those systems into searchable call flows (with an example) 23:03 – Step 3: Train agents to use the call flows 25:22 – Step 4: Iterate, improve, and adapt 29:34 – Build a resilient call center with ScreenSteps
Call Centers love metrics. We talk about QA scores, CSAT scores, Average Handle Time, Hold Time, etc., etc. But how much do you know about Time to Proficiency and how it affects your call center? In this article we are going to dive deep into Time to Proficiency. We will answer the following questions: What is Time to Proficiency? How does Time to Proficiency affect the metrics in your call center? How does Time to Proficiency affect the people in your call center? How do you measure Time to Proficiency? What are typical Time to Proficiency’s for call centers? How much does a high Time to Proficiency cost your call center? How can you decrease your Time to Proficiency?
So, you just started a trial of ScreenSteps because someone told you it would be really easy to create guides with screenshots in them. Or maybe you just stumbled across ScreenSteps while you were searching around for a way to speed up the process of creating the help guides you need for your team. And at this point, all you really want is to be able to create a Word or PDF file that you can give to people during training. You don't want to have to deal with publishing a knowledge base or having to send people logins to a new system.
Are you being asked to prove how ScreenSteps will benefit your call center? Don't you hate when you are super excited to implement something and those above you want proof that it will be worth it? It seems like so much extra work when you already know it's going to be worth it. Don't worry. The good news is that proving a positive ROI with ScreenSteps is very easy, especially if you have reliable metrics. We love working with call centers that measure everything carefully because those call centers can quickly see how big of an impact ScreenSteps can make.
Maybe you just got hired at your call center and have been tasked with creating call flows. Or maybe you have been working at the call center for a while now and have finally decided it is time to buckle down and write some call flows or call guides to support your agents. Either way, the task can seem daunting. There is so much information to gather and so many questions: What do you really need to include in a call flow? What tools should you use to create the call flows? What are best practices for writing the call flows?
Life in a call center moves fast and as a trainer or director, it seems that there is always a new training issue that is cropping up. One task that can take a very long time is writing new call flows for your agents. While these guides can be helpful in reducing training time and eliminating mistakes, they can be time-consuming to create. In our previous article, "How to format your Call Flows in Word to make them more effective”, we explained how to optimize your existing call flows. In this article, we are going to give you some tips on how to write a call flow from scratch. Following these tips will help you write call flows that are clear and effective in less time.
They have many names. You might call them call flows, call guides, call scripts, or tip sheets. Regardless of what you call them, they all have the same purpose - to help your agents know what to say, ask, and do. But, if we are honest with ourselves, not all call flows (that's what we will call them for the sake of this article) do a great job of this. Agents may complain that they are hard to use, they may continue to make mistakes even when they are using them, or they may not use them at all. Why? Because a lot of call flows are complicated. Sometimes you can simplify them, but sometimes the process the agent has to follow is complicated. And complicated things are hard to communicate. It would be wonderful if there really was that Staples button that could make everything "Easy", but unfortunately that only happens on TV.