Creating a team that clicks requires more than a data dump
When it comes to creating a successful training session, much of the weight centers on the person delivering the information. Delivering information in an entertaining way, that won’t put attendees to sleep, is only one measurement of success. The media used, the data presented, and, of course, the enthusiasm of the trainer all impact what agents retain and, ultimately, employ on the call center floor. However, no matter how skillfully a trainer delivers information, if they can’t inspire and motivate attendees, their efforts are wasted
Training programs must be designed to deliver solid, useful materials and skills that trainees can readily use to enhance their performance. An element of training that is often neglected is the addition of inspiration. Dispersing information without adding ways to motivate and inspire reps ends in lackluster performances. As trainers or call center managers, it is important to impart these contagious emotions to the entire call center team. Doing so creates a team that “clicks.” Neglecting to do so creates a team of agents who simply go through the motions.
What do we mean when we say click? It can mean different things to different people. For instance, in the book, “Clicking,” Faith Popcorn and Lys Marigold say, “The very word