- 1). Gather the information that you will need to develop your tutorial. When you create a tutorial for a call center, you must know what kind of information the employees will need. Know what type of calls they will be handling. Are they calling people trying to sell a product? Are they taking incoming calls troubleshooting a product?
You will also need to know what kind of reactions or problems customers may have. If your employees are calling out to people to sell them a product, it would be handy to have all product specifications and information available. Or, if they are taking incoming calls about a product, they should have information on how to fix the product, common problems associated with the product or warranty information. You should also collect any applicable state and federal laws and guidelines that your employees should be aware of. Any additional reference telephone numbers, such as manufacturers or service centers, should be available. - 2). Outline your tutorial. When creating the layout for your tutorial, keep things organized. When an employee is on the phone assisting a customer, they should know where the information is that they need. Divide the tutorial into categories.
Start with basic information about the product or service. Add a section that gives information about common problems or ways to troubleshoot the products or problems with services. Have a section for rules and guidelines. This is where you could include all of the laws your employees should be aware of. They will need to have this information available to them all the time. A section with general reference information is also handy. This could include extra telephone numbers, contacts or additional product/service information. - 3). Assemble your tutorial. Keep everything neat. You will want to print information out in an easy-to-read font and create a packet or binder for this information. It is nice for each employee to have her own copy. This will enable her to study the tutorial and make individual notes.
- 4). Test your new tutorial. You should always test the information you have gathered to make sure that everything is right and you didn't omit anything. You can do this by gathering employees and people who are knowledgeable on the service. Make it the best you can by editing out and adding additional information that will be used frequently. A call center is about helping a customer so that they are pleased with the service or product. This is an important step to make sure that your employees have all of the information they may need to please the customer.
- Advertisement -
- Advertisement -