If the wrong people are hired, the situation is exacerbated. Teletron has found that using a human resources management tool of this type is critical to its growth. Surveying personality traits has an advantage over testing for skills and preferences because of the nature of telecommunications cost management work. And personality is very critical to whether someone will fit into this company's culture. Once an agent is hired, they must be trained.
Different industries approach training issues in various ways.
Initial training of new staff includes bringing them up to speed on your products and services, as well as how business is done at your company. Sometimes, the computer screen can seem intimidating to those beginning work in a call center. Training on hardware, software and databases must also be addressed. The first impression made on a customer who calls a customer service center is particularly critical because we have little opportunity to change a caller's perception of the work environment they have just entered, if only through a phone line. An effective trainer will discuss, demonstrate and allow associates to rate their own tone, clarity, volume, speed, use of pauses, professionalism and friendliness.