The call center training would usually involve a recollection of English grammar lessons, western cultural training, learning accents (whether English or American), simulation of a call, among others. Different tests are conducted to evaluate if a trainee is able to successfully imbibe the teachings of the call center. For instance, a test will be conducted if one understands “idiomatic expressions”. On other hand, trainees will be ask to read articles or reply to questions in English applying the pronunciations accents of their customers.
Just like any other tests, the only way to pass the training tests is for one to review the lessons and training materials well. If there is a need to memorize meanings, then one should memorize meanings. If there is a need to ask things that one was unable to understand, then one should ask for clarifications. There are also practical ways to review and polish one’s English language skills. This may include reading books and magazines to test one’s reading comprehension skills, to watch English movies and imitate them by talking to another trainee. One can opt to talk to friends, acquaintances and co-trainees in English to practice the speech and solicit feedback on ways to improve them. An expensive yet another viable option to gain previous experience in a call center training by enrolling in a call center training school. This will allow one a feel and an idea how training and tests are conducted in an actual call center training.
Finally, it would also be advisable to learn basic customer service. The call center industry is essentially a customer service oriented industry. It is about dealing with customers or clients. A previous experience of sales/ marketing, on interacting with people, in convincing people, in courting people and other interpersonal skills would definitely be an advantage in order to pass the call center training, he or she can increase his or her chances of getting hired.
Companies have different training practices. For some there’s some English training then product training. Others jump immediately to product training.
Here are some tips on how to pass the training:
- Know what to expect and what is expected from you during training!
Surviving your training class takes more than having the perfect non-spill mug and a comfy jacket. Although it’s not really too difficult but here are some call center training tips I’ve gathered along the way. I was never the brightest but I am proud to say that I passed my training before and I am more than happy to share on how I’ve done it. Here it goes:
- Try your best not to be absent – ever!
Training schedules are really controlled and the management always have a target date on when a batch should be able to join production. So, every day has always a new set of modules to learn and, it does not happen often that the whole team will have to sit back for a refresher because one member missed a day due to absence. If it’s really unavoidable then, try your best to catch up (and make sure its a valid excuse)! Attendance is one of the factors for the trainer if you will pass. Oh, and please do not be late either!
- Absorb as much as you can during lectures
You will learn 50% on what you need to do your job well during training (the rest is at the production floor). Take advantage to ask questions to your trainer and do not be embarrassed to ask your wave mates as well. Come production time, there won’t be that too many opportunities to ask questions!
- Adhere to dress codes
To put this one simply, you really do not want to catch your trainer’s eye – in a bad way.
- Practice, Practice, Practice!
Enjoy the moment your trainer asks you to go in pairs and practice your spiels. Ask your partner and your trainer on what you need to improve on. You can also try to mock calls with your partner while navigating through the system!
- Stay calm during mock calls
It’s always easier said than done! But trust me, take a deep breath, don’t try to ram everything in your head and scare yourself. If you do your homework well during the lessons, you will definitely pass this one.
- Talk to tenured agents during nesting period
The term “nesting” is the transition between training and production. Here, you get a chance to listen to live calls taken by agents who are already on the production floor. Do not feel shy to ask them for tips and questions. Also, you will also be taking in actual calls this time, Do not be too hard on yourself, it usually takes a couple of hours or sometimes days before you can actually get a hang of it, Do not panic, take your time when you answer calls.