Question: Training new employees to answer the phone properly is a challenge.  How do answering services train new staff?

Answer: People learn at different paces and by different methods, so the exact steps vary with the learning style of the trainee.  Here is an outline of the steps that typically take place:

Orientation: Includes information about the organization, paperwork, and staff introductions.

Equipment training: This includes what buttons to push and when, as well as the screen layout and how information is presented.

Phraseology: Teach employees how to talk!  Since certain situations occur regularly, train staff on the best words and phrases to use in those situations.

Talking: Next, have the trainee begin talking to callers, while the trainer operates the key board and is ready to interact with the caller as needed.  During this time, the trainer’s and trainee’s headsets are connected together, allowing either of them to talk as needed.

Typing: In this phase, the roles are reversed and the trainee’s focus is on operating the computer, while the trainer talks to callers.  Again, the trainer is there to guide the trainee in operating the computer. 

Talking and Typing: Now have the trainee put both skills together: talking and typing.  The trainer continues to sit next to the trainee, assisting and guiding the trainee as necessary.

Advanced Skills: There is a checklist of advanced and miscellaneous skills that the trainer reviews with the trainee.  Some of these may have already arisen in training, in which case they are reviewed.  New items are covered in depth.

Practice: Now it is time for the trainee to pull all of their new skills together.  Although they are now a fully trained employee, the trainer will continue to sit with them, having their headsets interconnected.  It is unusual for a trainer to be needed to intervene or help on a call.  However, they are available and ready just in case.

The entire training process normally takes about four weeks, but varies with the learning pace of the trainee. 

Learn more about telephone answering services and discover how the might be able to help you.