BPO Trainer Needed Skills
For some jobs, experience is the first requirement of qualifications. But for a Call center trainer, it is different. If you apply for this position, it is better to have proficiency and necessary skills than many years of experience. Before sending your cover letter and resume for the position even going to the interview, you should make sure that you have enough skills. So what are they?
Key job skills required for Call Center Trainer:
These top skills and abilities are all interviewers and bosses want their interviewee to have. It is suggested to combine with information mentioned in job description to create your key skill list for job title.
Communication - This skill means the ability of listening, writing and speaking effectively. For Call center training position, this skill is a very critical element which contributes for business success.
Planning/Organizing - Supervising is not only to inspect and manage work but also to make the project, estimate, scheme in detail, deploy the plan and finish it before deadline. One important requirement for this skill is the efficiency means meeting the set goal/s.
Flexibility - This skill requires the ability of controlling multiple assignments and tasks in which you can identify their important level then decide which should be done first, which should be last. You also need to adjust the tasks to suit with real condition and assignments.
Interpersonal abilities - For a Call center Trainer, you have to contact with your boss, staff, customers and others. So the interpersonal abilities are very important. It helps you to keep a good relationship between them and manage your time efficiently.
Problem-solving - While at work, there may have problems including unexpected issues that require the ability of control and deal with them quickly and efficiently. It means, being a Call Center Trainer, when coping with the problem, you need to collect information, analyze situation, point out solutions and apply them to solve perfectly in a timely manner.
Teamwork - Being a Trainer, to finish the work with highest result you need to work with many group, therefore, the ability of team-working is not an exception. So besides working individually, you can also work in group in a professional manner to make sure that the tasks can be completed.
Responsibility - It is a regular requirement. For position of Call Center Trainer, you also come to office on time, work and take responsibilities in a given time.
Professional/Technical technique - For any position, technical technique is one of requirements to complete the assignment in systematic way and high quality. For example, if you are storekeeper, technical technique is the storing/ arrangement.
Soft skills - Aside from your professional knowledge, you need to have soft skills. These soft skills are critical in completing work individually or in group. It contributes an important role in completion of common tasks.
Management skills - As a Trainer, a possibility of becoming a Training Manager is evident. If you want to be a Training Manager, management will help you equip with necessary experience and training/workshop to enhance your skills and be ready for a higher post. Therefore, preparing and developing your management skills during working time are critical element you should remember.
*** Here are some Tips for you:
Simple Ways to Improve Your Training Program
What is training? A very simple question, yet the answers are plagued with complexity depending on who you ask. Let’s first start with Merriam-Webster’s definition:
A process by which someone is taught the skills that are needed for an art, profession, or job.
Simple enough, right? Turn around and ask an individual and their answers may sound something like: “Learning how to do something,” “Someone showing me how to do my job,” or “Learning my job.” You get the point.
Now ask a corporate trainer or facilitator the exact same question and the answer may sound similar: “I teach new employees how to use the products/services and necessary processes that support their job function.” This answer is very specific compared to the learner’s response. As a long time training professional, the difference is quite obvious. The trainers are teaching one thing and the learner is expecting another.
Does this problem sound familiar? Training professionals play a vital and unique role in every organization. They are responsible for teaching employees, new to the company and seasoned staff, the “how-to” curriculum: how to login to an application, how to troubleshoot, how to process orders, etc. What’s missing is the ability to incorporate “real” on-the-job interactions within the training.
Here are four simple strategies to help improve your training program.
Turn the classroom into a learning “playground:” If people learned how to do their jobs by yawning and visiting social media sites, most contact centers would be full of geniuses. But adult learners need to be stimulated and entertained in order to absorb and retain the knowledge required to dazzle customers. That’s why the best training supplements classroom instruction with interactive games, contests, role-plays, and call simulations. This keeps learners engaged and involved in the learning experience. It’s really enterTRAINment.
Change your “one-size- fits-all” approach: All learners are not created equal. Therefore, a one-size-fits-all training program doesn’t work. That approach leaves people behind. Programs should draw on the experience of those who can enhance training by playing to those strengths of people in the classroom. Encourage “veteran” trainees to share their insights and service success secrets, or by pair them up with a true rookie during training exercises (this engages the former while shortening the learning curve of the latter).
Bring “the job” to the training room: In most companies, learners are held hostage in the training room for the duration of the training class. New employee training programs range anywhere from 2-5 weeks in a classroom for eight hours a day. Then they are pushed to the floor and expected to know how to do their job effectively. Take some time to integrate “the job” into the classroom. Allow time for learners to “job shadow” based on the topics you’re covering in the classroom. You can easily provide a worksheet or game on things to look for, listen for, and watch while they are seeing their job in action.
Remember job expectations: Training programs are really product, process, and system boot camp. The curriculum is designed to teach employees:
> What products they are supporting
> How to use those products
> How to troubleshoot the products and
> How to understand the systems and processes that support them.
It is just as important to educate new employees on your Quality Monitoring Standards and goals, Scheduling and Adherence standards, and Scorecard expectations. By training new staff how their performance goals and standards, if met, help the company and your customers, it will keep employees from thinking it’s just “big-brother” watching everything they do until they eventually end up on your attrition list.
These four simple training strategies will enhance the learning experience and ensure that your investment dollars are maximized because the learning curve is reduced. After all, you have invested in employees even before they have started.
Go ahead, give them a try. Let me know what kind of results you see, SUBSCRIBE so I can answer your inquiries right away.
