1. Most Important for The Customer Most Important for The Business
Agent Training
Most Neglected,
Most Important for The Customer
&
Most Important for The Business

2. Types of Training Required
Industry-specific
Refresher – (Don’t forget to budget for this)
Product/Service-specific
Systems Training
Soft Skills
Now answer the questions on the next 3 slides.
Your answer must be one (and only one) of the 3 training types in green listed above.

3. Which type of training is the most neglected by call centres?
Soft skills!
Reasons:-
Often not budgeted
Many managers are unaware of how important it is
The effort required to build competencies is underestimated
It is difficult to find capable, competent, soft skills trainers
Reasons:-
Often not budgeted
Many managers are unaware of how important it is
The effort required to build competencies is underestimated
It is difficult to find capable, competent, soft skills trainers

4. Which type of training is the most important as far as the customer is concerned?
Soft skills!
Reasons:-
Customer expectations are increasing continuously
All interactions must “live up” to the brand promise
“Treat me courteously”, or else I will go elsewhere
“Don’t make me deal with incompetent staff” – you are wasting my precious time
Unhelpful/uncaring staff are like “a red flag to a bull” for customers
Reasons:-
Customer expectations are increasing continuously
All interactions must “live up” to the brand promise
“Treat me courteously”, or else I will go elsewhere
“Don’t make me deal with incompetent staff” – you are wasting my precious time
Unhelpful/uncaring staff are like “a red flag to a bull” for customers

5. Which type of training is the most important as far as the business is concerned?
Soft skills!
Reasons
Customer satisfaction by itself is no longer sufficient to retain customers
Customer loyalty/retention is imperative ( New business metrics need to be estimated, eg customer lifetime value)
WoM ( Word of Mouth) to other potential customers is increasingly important
Customer advocacy is the new corporate driver ( eg Metrics such as NPS (Net Promoter Score), CES (Customer Effort Score), etc need to improve)
Reasons
Customer satisfaction by itself is no longer sufficient to retain customers
Customer loyalty/retention is imperative ( New business metrics need to be estimated, eg customer lifetime value)
WoM ( Word of Mouth) to other potential customers is increasingly important
Customer advocacy is the new corporate driver ( eg Metrics such as NPS (Net Promoter Score), CES (Customer Effort Score), etc need to improve)

6. Thank You!
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