Why focus on call centre agent training, skills optimisation, and evaluation?
Because a sustained and structured commitment to training reduces turnover, increases profits, and improves customer and employee experiences, satisfaction, and willingness to recommend your products and services to others.
By training employees from the moment they join, organisations will automatically increase agent engagement by demonstrating the level of investment the organisation is willing to make to ensure collective success.
As a result, the organisation will further benefit from increasing first call resolution (FCR) rates, and improving the customer experience (CX), which results in reduced costs.
