Roles and Responsibilities of Trainer in the Call Center

Roles and Responsibilities of  Trainer in the Call Center 

The call center industry revolves around customer service, hence to serve a customer in the most effective way call center must have skilled associates and staff. The call center trainer is the one who is responsible for the skill development of associates. Apart from skill development, a trainer is responsible for several other tasks which I will discuss further in this article.

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Our today’s topic is on “Roles and Responsibilities of Trainer the Call Center”      

Roles and Responsibilities of a Trainer in the Call Center
Roles and Responsibilities of  Trainer in the Call Center

Roles and Responsibilities of Trainer the Call Center

Before understanding the roles of a trainer in the call center let's first understand

Also Read: Roles and Responsibilities of Call Center Agent

What is the definition of a Trainer?

A Call Center trainer is the one who trains, coach, and develop skills amongst the new joining associates to improve their product knowledge, and performance and to achieve higher customer satisfaction.

In Call Center after HR (Human Resources), a trainer is the first individual in the organization who meets with the new joiners and welcomes them on board.

It is rightly said that before training employees a trainer should be proficient in communication and development skills.

Now I will talk about the “Roles and Responsibilities of Trainer the Call Center

Also Read: Tips to control shrinkage in the Call Center 

Although being into the training department a trainer is assigned different tasks but here I will discuss 5 Major roles of a Trainer in the call center which plays a very significant role to grow any organization

1Coaching and Mentoring: Coaching and Mentoring agents are the primary key role of a trainer. These 2 terms are sound equivalent but different in meaning. Coaching is a term used for a shorter period in which a trainer coach associates for a specified time on product knowledge and performance grounds.

While on the other hand, Mentoring can be assumed as a continuous process that is more focused on developing skills. Mentoring is about making the associates learn about new skills by sharing their experience and knowledge.

2. The session for Poor Performers One of the major roles assigned to the trainer is to work on poor or BQ (Bottom Quartile) agents. On the production floor when the agents are lacking in terms of product knowledge and creating blunders with the call quality that time a trainer must conduct the session of those agents.

If these agents are not taken care of at the right time it can lead to customer and client dissatisfaction and can adversely impact the entire process. Not in terms of call quality but also a trainer must work on the communication skills of these agents on a frequent period.

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3. Refresher SessionA trainer must provide refresher sessions to its old employees in a specific period. Though there is no specific time of refresher training you should make sure that agents are up to date about the latest product knowledge.

In the call center industry especially in the inbound process, the products and process flow chart keeps on updating time to time, hence this becomes the core responsibility of a trainer to cascade these recent product updates to the agents on priority to avoid any escalation from client's end.

Product Knowledge  Test
Product Knowledge Test

4. Conducting test: One of the core responsibilities of a call center trainer is to conduct regular tests regarding the recently shared process updates. This test is known as the PKT (Product Knowledge Test). Product knowledge tests are conducted to gauge the agent’s product knowledge.

Also conducting these tests on regular intervals can help you to identify the agents who are lacking in product knowledge and also agents who are not attentive during the refresher and training sessions. This way you can make the plan of action to these outliers


5. Auditing Calls:  One responsibility of a Cal center trainer is to work as an alternate of Quality Auditor. A QA (Quality Auditor) is responsible to audit the calls of floor associates and sharing them real-time feedback to improve the call quality.

During the idle time or when there is no batches to coach, a trainer can audit calls to identify the loopholes in the process also can share the feedback with the associates accordingly.

Call center trainer is not limited to the above 5 key roles but Apart from these key roles, a trainer is also responsible to consult with managers and team leaders on different aspects of process improvement and agent productivity.

So here our topic ends "Roles and Responsibilities of Trainer in the Call Center".Will be back soon with the new topic

Till then Stay Safe and Work From Home😊😊

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  2. Replies
    1. Thank you for taking time to read and comment

  3. Thanks for this

  4. Thanks a lot for the information. It was very useful for me. I learnt something correct today.

  5. Seems like a lot of tasks for one role, don't you think?

    1. Certainly..because i think trainer plays a pivotal role in an organization.

  6. The content was good but had a lot of grammatical errors.