In order to adapt to the evolution of customer relations, which now includes many activities requiring a certain capacity for writing, contact centers must train their tele-consultants. Accustomed to oral work, these agents must abandon certain reflexes and learn new formulations.
At a time when 16% of consultants’ working time is spent writing letters, e-mail, chat, forums, social networks and so on, you can not afford to have problems writing. Especially as this figure is growing very rapidly. Indeed, by 2015, it should reach 31%. Thus, 72% of call centers recognize that “the generalization of cross-channel interactions will give rise to specific training for the teams in place”.
The training, although including some fundamental reminders, nevertheless requires certain prerequisites. In other words, these trainings consist mainly in reactivating good reflexes. Hence the value of testing to telemonitors. And since theoretical training can not work, trainers essentially advocate practical exercises with real situations.
Simple and positive language: this is what the trainers recommend. Thus, the present time, the active form and the short sentences are de rigueur. And to remain positive, it goes without saying that negation is forbidden. To do this, you can provide a list of words to avoid and words to replace them. Link words introducing an idea, argument or more detail should also be in the program.
