Training That Sticks: Building a Skilled Contact Centre Workforce

Your contact centre agents are the heart of great customer experiences (CX). To shine, they need training that’s engaging, practical, and ongoing. It’s not just about teaching skills—it’s about empowering your team to tackle anything with confidence. Let’s dive into how to build a training program that turns agents into stars and keeps turnover low.

Onboarding sets the tone. Harte Hanks makes it count with virtual sessions that burst with energy. They use polls, quizzes, and “Jeopardy!” games to keep new hires hooked, helping them bond despite being miles apart. Cameras stay on to build rapport, and the result is a 15% drop in new-hire turnover. They also cover practical skills, like using headsets properly, as Steve Erickson stresses. Clear audio is crucial when 62% of customers call for complex issues, and training ensures headsets last, saving costs.

Training doesn’t end after week one. Tech and customer needs evolve, so agents must keep up. Transparent BPO trains agents to master AI tools, cutting resolution times by 70%-80%. Monthly workshops on soft skills, like active listening, or new platforms keep agents sharp. Harte Hanks adds one-on-one coaching to personalize growth—maybe one agent needs help with AI, another with de-escalating calls. This tailored approach boosts performance and shows agents you’re invested in them.

Make training fun to make it stick. Harte Hanks’ “24/7 games” on Slack turn learning into a game, with points for completing modules or sharing tips. It’s engaging, and it builds a culture of growth. The result? Agents who feel confident and stay longer, delivering empathetic CX that customers love. Track success with metrics like CSAT or first-call resolution rates. Transparent BPO’s faster resolutions and Harte Hanks’ lower turnover show training’s impact.

Ready to level up? Add a gamified quiz to your onboarding this week. Schedule monthly coaching to keep skills fresh. Your agents will handle calls with ease, turnover will drop, and customers will notice the difference—a win for everyone.

Sources:

  • “Keeping Remote Agents Passionate About Their Jobs” (Harte Hanks’ onboarding, coaching, attrition data).
  • “The Remote Transformation” (Transparent BPO’s AI training, resolution time cuts).
  • “The (Quiet) Secret to Agent Productivity” (Steve Erickson’s headset training).

“The Great Contact Centre Standoff” (live telephony preference, empathy’s impact).