Can Your Training Materials Earn You Extra?
How do you deal with an angry caller? What phrases do you use to move the conversation along in a timely manner? How do you reset yourself before taking the next call? These are questions asked by new call center agents across the globe everyday. The varying answers are often found in training materials and resources.
Management can spend dozens of hours assembling and updating these materials to offer employees thorough and informative instructions that are both general to the call center industry, and specific to a particular center. And although the education has an immediate benefit to agents of the company, the man-hours put into making these resources should also have a financial benefit. Fortunately, there soon will be a way to both share the wealth of knowledge these training materials offer, and earn you a little extra on the side.
Qubicles, a decentralized network, which virtually connects call centers on one platform, will also house an online library for e-learning. This library, called Qubicles University, allows members to upload training resources for use by their agents as well as other companies. The best part is when an outside agent or manager wants to access your resources, they’ll pay you a small fee to do so.
Examples of these paid user-generated courses range from customer service to knowledge of specific campaigns or products and even language proficiency. The better quality your course, the better it is rated. And the more highly rated the course is, the more frequently it will be taken, which means you get paid more.
In addition to offering general training courses to remote agents, your company- specific materials can also pack an extra punch on Qubicles. Freelance agents, or agents at another company who are experiencing downtime can easily be trained to take additional calls during your peak traffic times. All you need to do is choose the voice sample you like best from candidates who have already been trained with your materials.
So start polishing up your resources, because Qubicles is scheduled for beta-testing at the end of this year. To read more about how your training materials can increase your revenue and what Qubicles can do for your call center business, download the whitepaper.
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