Effective Induction For New Employees
By Divyesh Nathoo
Many people have poor memories of their first day of work – just the feeling of apprehension. Everyone wants to feel welcomed and like part of the team when they join a new company.
May 17, 2012
Call Center Industry News and Tips
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Effective Induction For New Employees
By Divyesh Nathoo
Many people have poor memories of their first day of work – just the feeling of apprehension. Everyone wants to feel welcomed and like part of the team when they join a new company.
The Call Center Interview – Know What to Expect
By Julia Penny
What makes a good call center agent? Know what the interviewer is looking for in the call center interview and prepare to win that call center job.
Call Center Competencies
First and foremost are the competencies that the successful candidate requires.
Tips to Emerge Successful in a Call Center Interview
By James Thomas Mcguire
Call centers are rage nowadays. They offer lots of professional and lucrative opportunities which are too hard to resist. However, the candidates have to go through a rigorous screening and personal interview.
Call Center Interview Questions – Tips on Answering Them
By Erika Ayala
A lot of people today are really opting to apply for a job at different BPO companies. And there's a reason why more and more people prefer to work shifting schedules and graveyard shifts in BPO companies. The pay is better, the benefits more attractive, and they environment isn't as strict as when they would work in a typical corporate setup.
Four Hints On Call Center Jobs
By Ezines Nick
A call center job begins with the basic of technologies – having a telephone and a computer. To fully grasp the job responsibilities in and around call center, we will need to understand the classification on which get in touch with centers are meagerly divided between inbound and outbound center.
To Terminate or Motivate?
By Jill Pappenheimer
You come in to your office each day to an employee who lacks motivation and does the minimal amount of work to "get by". He or she may leave early or come in late, all too often. Maybe they spend too much time surfing the web. You may have avoided terminating this person because you don't want to expose yourself to the "risks" of termination or deal with the time it takes to replace him/her, all valid thoughts to consider.
7 Essential Steps For Effective Employee Training
By Linda Pophal
Hiring new employees can be stressful enough. Once they show up on that first day of work you may feel like your job is over – but it's just beginning. Making sure you provide appropriate training, from the "get go," can make the difference between a long-term, loyal and effective employee and an ineffective slacker!
Following are "7 Essentials" of effective staff training, simple techniques that can be easily implemented for maximum results.
1) Focus on Individual Staff Needs
Not every new – or existing – employee has the same training needs. A new employee with extensive experience doing the same type of work that will be done in their new job will obviously need less formal training than a new employee who has never specifically done this type of work before.
Too often training is designed to be "one size fits all." Generic training can either be too basic for a new staff member causing them to wonder "is this job going to be challenging enough?" or too advanced causing them to worry "will I be able to succeed in this position?
The first step in any training process is to evaluate the individual needs of the trainee – where are they at in terms of their knowledge, skills and abilities related to this job? Where do they need to be? Training should focus on filling that gap.
2) Create a "Desire to Learn"
The most effective training is delivered to trainees who are motivated and interested – who have a "desire to learn." In most cases, new employees do come to you with that desire. They're fresh. They're motivated. They want to succeed in their new position.
But what if you're re-training an employee for a different position? One that he/she may not necessarily be interested in? Or what if you're training an employee on technology that he/she is intimated by? These situations can create anxiety and hamper the effectiveness of training.
How can you create a desire to learn? Here are some tips:
3) Make Learning "Fun"
Learning doesn't have to be tedious. Professional trainers speak of "creating a learning environment." This means many things, including the need to remove trainees from their day to day responsibilities so they can focus on the training and making sure there is enough variety built into the training that trainees will remain engaged.
For example, a straight lecture for six hours isn't "fun" for anybody – including the trainer. But lecture, combined with exercises, small group discussion, hands-on application of things learned, etc., will help to break up the monotony and ensure more effective outcomes.
4) Develop an Evaluation Plan
Training should never be done simply for the sake of training. Make sure that you have some method in place to evaluate the effectiveness of the training. Maybe this is a pre and post-test to determine whether specific concepts have been learned. Maybe it's a post-evaluation done three to six months after the training to determine whether the training has "stuck."
Maybe it's an evaluation of performance by supervisors and peers. In any event, make sure that you build in some means of measuring training effectiveness. And, if you find that the training has not been effective, take the time to reevaluate the methods and processes used and to make necessary adjustments.
5) Help Employees Apply Learning to the Job
Just learning concepts without understanding how those concepts apply to the "real job" is a waste of training time and money. Employees need to understand how what they're learning applies to what they will be doing. One way of ensuring that this transfer will take place is to involve supervisors and coworkers in the training process.
They should understand what is being done in training and should be "partners" in ensuring that the value of the training is supported and reinforced in the work setting. When supervisors "scoff" at the training or consider it a waste of time, never reinforcing to employees how what they learned applies to their jobs, it sends a signal that the training was useless – and undermines your investment (in time and dollars) in that employee.
6) Choose the "Right" Training Method
People have different learning styles and preferences. Some people read the instructions first, others refer to the instructions only after they've tried to "figure it out" on their own. Some prefer theory; others hands-on application. To the extent that you can (obviously it can get expensive to design individual programs for every employee…) make an effort to match training methods to learning preferences of employees.
7) Follow up and Evaluation
How many employees (and business owners!) have 3-ring binders from training sessions that they've never looked at after the training ended? Training is an ongoing process, not a discrete event that occurs once and is then forgotten. Make sure that you're building in methods of following up on what was learned, evaluating the effectiveness of that learning, modifying future training, etc.
And, don't assume that once you've "trained" an employee your job is done. You should be continually assessing your employees' knowledge, skills and abilities and providing training, as necessary, throughout their employment.
Linda Pophal, owner/CEO of Strategic Communications, LLC, (http://www.stratcommunications.com) is a marketing and communication consultant with 20+ years experience in strategic marketing. Pophal works helps companies use strategy to address their communication challenges whether internal (employee) or external (community, media, customer).
As a consultant, Pophal has worked with companies – large and small – on crisis management, strategic planning and the implementation of training intiatives and communication plans for staff.
Pophal is a prolific writer of business management and marketing articles for both general and trade publications and is the author of several books, including The Essentials of Corporate Communications and PR (Harvard Business School Press, 2006) and Marketing With the End In Mind (IABC, 2005). She is the co-author of Writing a Convincing Business Plan, 3rd ed. (Barron's Educational Series, 2001).
Corporate Training Should Be Aimed at Comprehensive Development
By Shyamala Sankaranrayanan
Training should be aimed at improving the individual's skill set as well mind set to gain knowledge about the work environment he is about to be exposed to, as well as to exhibit the right kind of attitude and behavior towards his peers and superiors. What is the need to train people? It is like moulding raw clay into the desired shape and structure to suit our needs. An untrained individual, how well qualified he may be cannot fill the bill.
How To Hire Better Call Center Agents – Every Time!
By David Filwood
Reduce Turnover o Raise Productivity o Lower Absenteeism
A typical Call Center employs 3 Different Types of Call Center Agents:
Give an Employee Referral Program a Try
By Paul H. Croteau
Any organization that has recently been through the recruitment and selection of a new employee, knows full well that competition for staff at all levels is creating more and more challenges. After all, when employees are fully satisfied in their current job, it will take a good deal of persuasion to entice them to examine the potential of a new opportunity.
Staff Training – Reduce Theory For More Training Effectiveness
By Leon Noone
Summary
"The best theory is practical". A Professor of Management told me that way back in 1975. He was really stating the obvious. We spend our lives operating machines successfully without the faintest idea of what "makes the machine tick". When we train new staff, we insist on teaching theory so that they'll "understand". Is that necessary?
Employee Engagement – It Starts At The Start
By Debbie Benami-Rahm
"It finally happened!"
The voice belonged to one of my career coaching clients, a normally fairly calm person. "It" turned out to be a level of courtesy and respect from a potential employer that simply amazed her. The process — from the initial phone screen to the post-offer follow-up, convinced her to join the company, who, in turn, promptly promised her all the support she needs to be successful.
I originally developed this site to provide Cal Center Professionals with Useful Call Center News and Information. Since 2005 this site has evolved but we continue to provide useful content. [Read More …]
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