Improve Your Call Center by Providing Ongoing Skills Training
By Peter Lyle DeHaan, Ph.D.
This year we’ll embark on a series of articles about how to move your healthcare call center forward to better meet the needs and expectations of your callers and patients. We’ll start by talking about providing your frontline staff with ongoing skills training.
For your call center, you begin by hiring the best staff, providing them with the detailed training they need to do their jobs well, and then scheduling them to handle calls. It’s a great start, but it’s just the beginning.
Over time their skills will drift away from what you expect and migrate toward what is expedient. Even more of a concern, they will learn from their coworkers sitting next to them. Though they may acquire some good skills this way, they’re more apt to pick up less-than-ideal habits. It’s a given that what you don’t want to occur in your call center will much more readily permeate your entire staff then the best practices you desire them to emulate.
That’s why it’s essential to provide periodic training to your staff. Through this, you can reinforce the best skills in call handling, customer service, and patient satisfaction that you want them to consistently provide. And then you can teach them new, enhanced skills too.
Just as vision is leaky, so too are call handling skills. Both require regular reminders. Therefore, you need to teach and reinforce the skills that you want your staff to use in your call center. Do this on a regular basis. You need to provide this to every frontline employee.
Though you may want to start with the under-performing staff first, this is backwards. If you start with them, they’ll view your training as punitive, which will detract from your objective of enhancing their skills.
Instead, you might want to start with your best-performing staff. They are apt to view the advanced training as a reward, making them much more likely to retain and implement the customer service techniques you teach them. Then roll the training out to the rest of your staff. They’ll receive your instruction more positively.