---
title: "Workshop: Building a Resilient Call Center Training Program"
description: "We all have to deal with change - especially if you work in a call center! And change causes chaos; longer training times, decreased QA scores, increased hold time, etc., etc.

But it is possible to build a training program that is resilient to change. "
---

[The ScreenSteps Blog for Onboarding, Training, and Performance ](https://blog.screensteps.com)

# [Workshop: Building a Resilient Call Center Training Program](https://blog.screensteps.com/workshop-building-a-resilient-call-center-training-program)

 Written by [Greg DeVore](https://blog.screensteps.com/author/greg-devore) | Oct 30, 2020 4:46:48 PM

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](https://blog.screensteps.com/what-does-a-zero-memorization-knowledge-base-look-like)  
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

## What do you want to do next?

- Would you like to discuss building a resilient call center training program with someone from our team?   
  [Schedule a demo here](https://www.screensteps.com/demo)
- Would you like to learn more about how ScreenSteps can help your call center increase QA scores while reducing training time?  
  [Watch this video demonstration of ScreenSteps for Call Centers](https://blog.screensteps.com/a-quick-screensteps-demonstration-call-center)
- Would you like to download the workbook for capturing your processes mentioned in the workshop?  
  [Download the workbook](https://connect.screensteps.com/call-flow-workbook)

 

[View full post](https://blog.screensteps.com/workshop-building-a-resilient-call-center-training-program)

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