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Agent Development

Definition

Call center agent development

Agent development is an intensive training curriculum that is tailored to provide call center agents with a solid base in customer service and contact management. The program is divided into three parts; customer service fundamentals, dealing with challenging clients, and sales skills essentials.

Many agent development curricula provide agents with the skills and knowledge they need to work at full productivity from start to finish. The program’s self-paced, online interface offers a degree of versatility and hands-on interactivity ideal for agent training.

Call center agent development
Call center agent development

Agent development best practices

Agent development plans are valuable. Here are three of the best examples of the agent development plan for call centers:

  • Create a performance-based strategy. A performance-based plan is similar to a school report card. Whether you hit the metrics and achieve a valuable business result, or not. Performance-based plans enable you to assess your agents’ strengths and weaknesses so that you can easily see their advantages and disadvantages.
  • Call handling strategies for frontline agents to strengthen the company’s reputation. Working in a call center can be difficult and exhausting because frontline agents must balance the stresses of handling calls efficiently while still managing customer demands. In this session, agents can study their greeting, shifting, putting callers on hold, and other phone skills to project a professional picture on any call.
  • Evaluate their performance daily. Throughout the training program, stay updated on agent success and provide timely input. New employees should be aware of what is and isn’t working so that they can change their strategy accordingly.

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