Some new hires may be hesitant to take calls, but you can encourage them by reinforcing that they have someone right next to them to assist. Trying a few calls will help gauge if they are ready to officially move to nesting. If you ask an agent if they are ready to try a call on their own and they say yes, they are ready. So, how do you know when someone is ready to leave shadowing and move to nesting? One indicator is simple. Shadowing can take as much or as little time as it takes for the new hires to feel comfortable attempting calls on their own. The time spent in the shadowing phase varies from company to company. This option allows you to be more selective about the examples you are showing your new hire agents as well as doesn’t require as much manpower. You can even have new hires handle the intake portion of the call and then turn it over to their experienced partner to handle the restĪnother option is to have agents listen to recorded calls that exemplify positive caller experiences. The new hires can listen into live calls to see how the experienced agents handle the calls. First, you can pair new hires with seasoned agents. There are two ways to implement shadowing. Shadowing is a phase in call center training where your new hires watch experienced agents take calls. New hires observe how your tenured agents answer calls and use your tools and resources to help the callers. Below, I explain what shadowing and nesting are, how they fit into training, and what resources you need to implement this phase into your training. Shadowing and nesting play an important role in your call center training. It helps reduce the anxiety new hires feel when taking calls and helps new reps feel confident handling unfamiliar situations for the first time. Working for ScreenSteps, an employee enablement software that helps you document procedures and train using those resources, I’ve seen how shadowing and nesting can be incorporated into a training curriculum. In a call center, shadowing and nesting provide opportunities for your new call center agents to observe how calls should go and receive support as they transition to the floor to take live calls on their own. Once we observe how to do something, some of the anxiety we feel goes away and we are more willing to try it ourselves. It works the same way in training for a job. Watching has always been part of our learning process. She’ll intently observe you as you teach her a new dance move or a somersault, and then she will try it herself. If she doesn’t understand how you did something, she tells you “Do it again” in her adorable little voice. An incomplete uninstallation of a program may cause problems, which is why thorough removal of programs is recommended.My 2-year-old niece is in that growth phase where she mimics everything you do. There could be other causes why users may not be able to uninstall ScreenSteps.
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