Wonderful Introduction

Currently, improving agent traffic quality and service levels is increasingly valued by enterprises, and internal training has become a "sharp tool" to break through development bottlenecks and seek blue ocean development. However, we found that due to problems such as rapid business updates, multiple and complex new business contents, and large customer service center staff, the workload of training is increasing day by day. At the same time, internal trainers trained and promoted in the company lack training experience. It also increases the difficulty of training.

In view of the current situation, it is believed that there are two main ways to effectively improve the level and efficiency of quality training: First, establish a scientific, systematic, and professional training system; second, efficiently manage the team of trainers and improve training Teacher training level.

1 Training system construction

1. Understand the needs - sort out the agent training needs and develop flexible, multi-level and diversified training courses.

Taking a call center as an example, at this stage, training courses mainly involve trainers unilaterally organizing and arranging training content and format based on the results of agent traffic quality analysis. In the next step, the quality trainers of each team should proactively understand the main training needs of agents and the training methods they are interested in through regular questionnaire surveys and occasional on-site interviews, and reasonably arrange the content of training courses based on agent traffic quality data. Utilize diversified teaching methods, such as real-time drills, video playback, oral narration, etc., to continuously enrich course content and teaching methods, increase the pertinence of training courses and increase employees' initiative in learning.

2. Teach them how to fish - focus on the transformation from knowledge transfer to ability cultivation in terms of training ideas, and bid farewell to the traditional simple teaching method of "teaching them how to fish".

In many trainings, quality trainers often prompt recent frequent business errors, inform the correct script content, or gather agents to listen to problem recordings and excellent recordings individually. Agents often complain that the training content is not comparative and targeted. , unable to absorb and master the training content well.

Trainers should correct the one-sided starting point of curbing business errors. They need to combine customer satisfaction and agent call ability deficiencies, analyze agent service quality data, and summarize business handling ideas and methods. , conduct targeted training and teaching, rather than just prompting the correct script. For example, the quality training department can summarize the ten most frequently occurring types of business, listen to agent recordings with large differences in call duration, combine customer needs with agent response points, and summarize the optimal business processing ideas and methods.

3. Establish a training outline and training system, and carry out training in an organized, targeted and step-by-step manner.

Training is a systematic project. From investigating training needs, formulating training plans, conducting training courses to evaluating training effects, every link is important. The neglect of a small detail will affect the entire training effect. .

The core training needs should be listed in the training syllabus, and the corresponding knowledge modules should be listed according to the needs, including professional knowledge, rules and regulations, general qualities, etc., and the training methods should be clearly defined, which can focus on centralized learning and independent learning. As a supplementary method, we will finally carry out comprehensive training evaluation work, and evaluate and provide feedback on trainers, teaching content and format, and training quality through on-site examinations, training experience collection, and agent training effect tracking surveys.

The training project system should include the content and method of training, training class schedule, training venue and training objectives. When designing the training project system, the main focus should be on the needs of the training objects and the similarity of their business levels. At this stage, considering the differences in agent traffic levels, our center has launched a quality 100 project and hierarchical training. According to the traffic quality ranking, the bottom 100 agents can enjoy one-to-one training, and the top 30 agents can choose Attend recording training. This differentiated training thinking should be considered for further practice and promotion in the industry.

2 Strict teacher management

1. Integrate training resources and expand diversified trainer selection methods.

First, we insist on the selection and selection of full-time quality trainers based on merit.

In the competitive recruitment process, consider adding a trial lecture session to initially examine the expressive ability of the trainers; second, build part-time trainers, expand and enrich the team of trainers, and form a personnel circulation environment of competition and survival of the fittest. Through the trial selection process, outstanding and specialized agents are selected to form a team of part-time trainers, so that excellent part-time trainers can directly participate in quality training work, which can not only share excellent experience, but also improve the work of agents enthusiasm and sense of self-worth to revitalize the training team; third, make full use of branches and other resources to establish an external trainer mechanism. Excellent trainers in the credit card line of branches are often older and have rich experience. Carrying out courses taught by external trainers can increase the richness of the courses and exchange of experience within the industry.

2. Establish a multi-faceted quality trainer assessment and management mechanism.

First, the "past" and "future" assessments in the time dimension are combined. Under the premise of the existing performance appraisal method, active learning is encouraged, and trainers are rewarded for re-education certificates and other certifications that are highly recognized by the outside world at work; the second is to vertically separate "managers" and "managers" "Agent" assessment combined. Managers evaluate trainers, mainly in two aspects: scientifically setting performance indicators for performance appraisal and establishing a regular trainer trial lecture evaluation mechanism; agents evaluate trainers, mainly by establishing a real-time employee evaluation mechanism and participating in training Agents rate trainers in real time, provide timely feedback on training effects, and improve trainers’ training responsibility. ?

Implement dynamic management of trainers through a comprehensive assessment and elimination mechanism for last place. Establish a flexible transfer mechanism between full-time trainers and part-time trainers, and include full-time trainers who fail the assessment into the team of part-time trainers; provide spiritual and material rewards to outstanding part-time trainers, and can be selected through competition and promoted to regular positions The selection policy is tilted, or the training working time is given corresponding commutation of rest time, and corresponding training fee subsidies are encouraged.

3. Strengthen the construction of the trainer team and improve the level of internal training.

In terms of trainer construction, in daily work, quality trainers can be required to conduct research on special topics, submit and report research results; employees in the training department need to understand the objectives, functions and methods of training. , training management and other aspects of professional knowledge, constantly strive to improve curriculum development capabilities, professional teaching capabilities, and knowledge refining capabilities, so as to be "able to organize, supervise, have results, and be good at summarizing", and summarize the training work in stages and make suggestions for improvements.

Summary: Internal training is not simply the transfer of business knowledge, but more of the transfer of abilities; through training, employees can meet job requirements and the abilities required for personal development; it can affect the mentality of employees, Change employees' way of thinking and achieve mutual understanding with the company; in addition, training allows personal and organizational capabilities to be improved in two ways, achieving the purpose of improving organizational performance and creating corporate value; the customer service center is a bank that strengthens customer relationship maintenance and improves services. As an important department of quality, the credit card customer service center has to handle a large amount of card business. The quality of the customer service center's training directly affects the service level of customer service representatives and customer satisfaction. It is directly related to the business level of the customer service center and the entire bank. The service level and reputation of the system.

The article is reproduced from Wang Wen? Agricultural Bank of China Hefei Customer Service Center