Area 1: Product and Service Knowledge
Contact centers are often a client’s first port of call whenever they have a query about goods or services your company provides. As such, your call center agents should receive coaching to teach them about the goods and services you offer.
Training your team members about the ins and outs of your products and services has a few key benefits:
- It lends agents a greater degree of confidence when dealing with customer queries.
- It allows agents to make a good initial impression with new clients.
- It fosters your customers’ trust and confidence in your brand.
With Selmo, you can set up a decentralized knowledge base with all the necessary information. That way, your agents know where to find all the information they’ll ever need about your services and can revise what they learned during training.