People formulate an image of your brand based on your customer service. That’s why it’s vital to have professional call center agents who can represent your company, products, and values appropriately. Customer service training can help with this. However, there are some challenges you can face: low trainee engagement, inability to track their progress, low effectiveness, etc.

In this article, you’ll learn five tips to help you overcome these challenges and make your customer service training productive, insightful, and engaging.

1. Train Online

Moving training online is one of the easiest ways to make customer service training convenient and effective. In-person training takes a lot of time: you have to gather call center agents together (some of them always come late), set up the equipment to show a presentation or a video (there’s almost always some equipment that won’t work), explain the topic while employees get distracted by work tasks, and so on. As well, the turnover rate at call centers is usually high, meaning you have to repeat the same training programs over and over for new hires.

Moreover, if you invite trainers from other cities or countries, or send some of your specialists to train agents in other departments, this training approach is expensive. And what do you get in return? The results of such training sessions are almost untrackable. You never know your call center agents’ strengths and weaknesses, and therefore can’t address them with training programs.

Online customer service training is much more insightful, accessible, and time saving. You just need to upload your training materials to your learning management system and assign trainees. They can take programs anytime, anywhere: between customer calls, on their way home, etc. And you can see their progress in real time. An LMS, like iSpring Learn, provides you with detailed reports on a particular agent, team, or the entire department allowing you to see both individual and collective achievements and points of growth.