Train your sales agents like a pro: the value of onboarding and training

Call centers tend to hire new agents constantly. Since an aspiring salesperson doesn’t need any specific qualifications to land the job, it might be difficult to find top talents at the beginning of their journey.

However, if you offer all your agents proper onboarding, support, and constant training, you can build a successful sales team in no time. In fact, a strategic and consistent onboarding process can provide your company with higher rates of employee engagement, performance, and retention.

Why are onboarding and training so valuable?

You might be wondering how exactly can you properly train your agents — well, we’ve got a lot of useful tips that will make the process super easy and will also have your agents become pros at what they do.

Teach how to handle calls properly from the beginning

Empower and support your agents

Make training sessions engaging and interesting

Give feedback that is clear and actionable

Include customer feedback and create instant “shout outs”

Encourage upper management to participate

Host monthly meetings

Discuss, brainstorm and share thoughts

Use speech analytics

Improve knowledge management

Offer incentives for achieving team goals

Focus on company culture

Create an agent workgroup to set targets and KPIs

Separate customer service from call accuracy

Help each other out

Align performance management with a wider strategy

Make your agents identify with your values

It might not seem like it at first, but onboarding and training set the future for your call center. After all, the trained agents will be representing your business, which is why it’s important that everyone is on the same page. Follow our advice and make sure you train your team to be pros!

Originally published at on September 3, 2019.

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