It s usually best to focus on training representatives to handle the calls. Then, they do the job themselves while others are watching them. Finally, they are on their own. The ability to handle angry clients is an important one to have, says Blake. Training is the only way to really ensure CSRs know how to handle them.
Customer service is absolutely critical.
Call centers need professional trainers and more investment in the training side of things. With our training program, I would say our turnover rates are less than five percent. Our employees are often referred to us by other employees, because they know they will get a good amount of training here. Making sure scripts are put together correctly at the very beginning and training agents to use their own words when appropriate are equally important. If you do it right, your actors will be ready when the curtain goes up.