Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.
Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day!
But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.
Tell me if this sounds familiar...
You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date.
Or maybe you're in this boat...
You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.
Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores.
But how can you improve QA scores? And how can you improve CSAT?
If you are in charge of training employees (or you are in charge of creating training materials) and your organization is planning on using ScreenSteps, you might be wondering how you will use ScreenSteps to train employees. So in this post, I’m going to explain how ScreenSteps can help you become an even more valuable as a teacher/trainer/content creator.
During the first five minutes of any software trial, you have to make one decision:
Should I invest more time learning about this software or should I move on to something else?
When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.
When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.
You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.
We talk about rollout training, onboard training, and writing better standard operating procedures
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