Training CSRs Virtually By Hire Dynamics CATEGORY: Blog POSTED: January 6, 2022 Whether they are new employees or seasoned staff that needs to be retrained on new technology or customer service techniques, client updates, or new processes, training customer service representatives is a LOT different when done virtually. How? Trainers can’t see participants’ facial expressions. It’s harder to “raise a hand” to ask questions (and have your question acknowledged). It’s hard for trainers and trainees to create a genuine emotional connection (especially if this is the first time the CSR is receiving training from a trainer.) Another challenge that team members face is a lack of connection with one another and having a buddy system or study group to understand information better. Some types of training are better suited for in-person environments. CSR training is one of them. Training that’s best for real-world sessions are those for which success is not dependent on immediate feedback and a high level of direction. CSRs often need quick feedback as they learn how to handle customer issues because each time a CSR engages with a customer is as different as each customer’s questions, anger, and needs. In other words, utterly and vastly different! The three panelists at our September Contact Center Executive Forum all said their company experienced virtual vs. in-person training issues when they moved their CSR teams to all-remote work settings at the beginning of the pandemic. And they all agreed that their company’s virtual training methods needed some adjustments. Everyone has different learning styles. Some experts also believe that different generations (boomers vs. millennials, for example) have varied ways they retain knowledge. Not everyone can handle a virtual training environment well: some simply learn more efficiently and thoroughly via in-person training. What’s more, not all great trainers are also great virtual trainers: all of the forum’s panelists mentioned that they found that at least some of their in-house trainers struggled with training virtually. Remote training simply differs from in-person training in three important ways. A lot of training modules are pretty dull when engaged online. These modules can be enlivened when conducted in person due to group interaction. Yet, it’s hard to get that feeling of “we’re all in this together” when online. Dull modules then may have to be redesigned. Trainees also need to clearly understand why the training is essential and “what’s in it for them.” For example, when training about them remotely, you’ll need to impart a really strong case for implementing new policies and procedures (oh, the dullness in and of themselves!). So you may want to incorporate gamification into the virtual training. Removing distractions and building engagement. Get CSRs to contribute early into the training session. Ask questions such as “what do you think the best outcome of this training might be today?” or even “What might keep you from being fully engaged in this session today?” This allows the CSRs to start taking ownership of their engagement levels. You also should set up purposeful “disruptions” ahead of time. Take breaks at least once an hour (maybe within 30 minutes if the training is an hour-long). It’s also important to schedule the breaks physically. Let the CSRs set timers/alarms on their laptops for when the group will take its breaks. Require your trainers to develop a script and agenda they will follow. Ask them to include talking points that help maintain and even encourage audience engagement. They should write their key talking points that align with the most important things they want participants to learn. A script also helps the trainer – who may be new to virtual training – feel more prepared and confident in their ability to train your CSRs. The chances are great that remote training will continue for CSRs even if you move your contact center back to full in-person attendance or a hybrid model. The more engaging you can make it for both the trainer and your CSRs, the better the trainer will be and the more the CSRs will learn. Don’t forget: we’ll be holding another Contact Center Executive Forum in February. Learn more. Whether you’re a company looking to improve your customer service, or a job seeker looking for customer service jobs, Hire Dynamics can help!
