Call Center Training—Teams & Quality

Table of contents

1. Copyright
2. Developing Call Center Agents
   1. Step 1: Identify Measurement Criteria
   2. Step 2: Hire for Attitude
      1. Hiring Process
      2. New Employee Orientation
   3. Step 3: Train for Skill
      1. Interpersonal Communication Skills
      2. Call Control
      3. Scripting
      4. Written Communication
      5. Product and Systems Training
         1. Product Training
         2. Systems Training
      6. Customer Information
   4. Step 4: Make the Transition
      1. Mentoring Programs
      2. Bridge Training
   5. Step 5: Retain Call Center Agents
      1. Employee Involvement
      2. Continuous Learning
      3. Coaching
         1. Call Monitoring
      4. Career Development
         1. Program and Trainer Development
3. References & Resources
   1. Articles
   2. Internet Articles
   3. Books
   4. Interviews
4. Job Aid
   1. Checklist for Call Center Agent Development