CX Best Practice - CSR Training

 

CSR Training Best Practices for Improving CX

Author: Mike Desmarais, Founder & CEO, SQM Group

Mike Desmarais

In recent years, CSR training initiatives have been put under the microscope for determining if the training initiatives have had a positive impact on FCR, call resolution and Csat. It is no longer acceptable to assume that training efforts are working to improve customer experience. SQM’s FCR research shows that there have been few organizations that can empirically prove that, as a result of their CSR training efforts, their FCR, call resolution and Csat has improved.

The following are CSR training best practices that help improve FCR and call resolution:

  • Train supervisors on how to coach CSRs to improve VoC performance and to engage CSRs so they are motivated to improve their call resolution and Csat.
  • Budget and properly plan for providing CSR training
  • Call resolution training for both new hires and for existing CSRs.
  • Hire CSRs with a customer-centric attitude and train for knowledge and technical skills.
  • Use job shadowing and peer mentoring for CSR new hires.
  • Incorporate VoC repeat call reasons and solutions into new hire and ongoing CSR training programs.
  • Use training technology tools to provide self-directed training.
  • Hands-on training and VoC assessment.

Call Resolution Delivery Model

To help CSRs do everything in their power to resolve a customer’s call, SQM has developed a Call Resolution Delivery Model which defines the customer experience standards and word choices that a CSR should use in order to be successful at resolving customer calls at the world class level of 95%. Unlike the usual call flow models, which are developed to minimize handle time or from an organization perspective, the Call Resolution Delivery Model is modelled from key moments of truth that a customer experiences in resolving their call. The Call Resolution Delivery Model covers four basic moments of truth that a customer wants a CSR to demonstrate on every call – Understand Me, Help Me, Care About Me, and Resolve Me. By developing a clear understanding of how to deliver each of these moments of truth during a call, a CSR can dramatically reduce the volume of repeat calls resulting from CSR SoE.

A best practice is to train all of your CSRs on the Call Resolution Delivery Model, regardless of their call resolution or Csat performance. The CSRs chosen for training should not be restricted to only low or poor performing CSRs, nor should the mix of the group be limited to only one performance level. SQM has often found that the largest call resolution and Csat improvements typically come from first and second quartile call resolution performing CSRs rather than from the lower quartiles. CSRs at all performance levels and all tenures should attend the training with no more than five CSRs per session so that there is minimal impact to contact center operations and to maximize learning and sharing opportunities within the group. The call resolution training typically takes two days and should be offered throughout the year to accommodate all CSRs.

The CSR call resolution two day training program outcomes of improved call resolution and Csat performance are accomplished by using the following six steps:

  1. Introduction to FCR and call resolution and its importance to the contact center
  2. Performance review of the individual CSR based on customer survey data
  3. Education on the Call Resolution Delivery Model
  4. CSR self-assessment of call recordings
  5. CSR group call calibration using call recordings
  6. CSR call resolution goals and improvement plan

 

More details can be found in SQM’s book:

One Contact Resolution Book

The purpose of this book, One Contact Resolution 2nd Edition, is to help contact center managers use best practices for improving customer experience.

Available here