Trainer needs more training
Hired for a new job and undergoing 3 weeks of training. I’m having a hard time learning the job with the trainer they assigned to get the class ready for the floor. One more week before hitting the call center floor and I don’t feel prepared at all. How can I address this without being removed from class or fired?
It would be better if you say something now then begin working on your own and not knowing what you're doing bevause I'm sure they will see you're not ready and end up letting you go. So you can either ask your trainer to break down a little more because you're not understanding or you tell management.
I suggest that you first bring it to his attention that you're having difficulties, don't side step him. If he becomes confrontational, rather than helpful... take it upstairs and let them handle it. I have way more respect for a person that does that rather than sneak around
Two things go up to the instructor and let him or her know you need a little more help orJust go too the floor try it out and if you cant get it, than more than likely they'll just pull you out and start you again in the class
I have faith it will work out just fine for you. My fist call center job back in 09, I felt the exact same way. 2 hours on the floor alonne , I found that all that was tought in training just flowed. That's just how it is in that field. The first day jitters don't come til the first day taking live calls. You'll be just fine as soon as you take that 1st call. Just ensure you go over the software material each night to lock in the functionality of the computer and soft phone operations and the rest will fall right into place.
Used youtube new hired call center simulation training for any system it.will help. I have used for electronic circuit designed ~ Signals communications ~ Networking &PLC troubleshooting etc.or if you're familiar with MathLab as well and everything's its out there just search the systems correctly
Well, when I temped with Kettering Health Network, the important skill was to learn Epic; its a software used within the healthcare industry. Anywho, my advice to you, is to stay after your regular shift and go over material you don't understand! Your not going to be on the clock, so get all the help you need before show-time. If you really want that position; go hard. Do what you have to do. Just don't wait til the last minute to ask for help.
Anthony, It sounds like you might just have a case of the "jitters." Being new at something can be a little frightening for all. If the trainer sees you as not ready, he might tell you so. Too bad you weren't able to tape the training to study it at home. I bet most of the others feel the same way as you. You might want to talk to some others very casually. I would also talk to the trainer in private about your concerns. Perhaps you can both go over areas where you feel the most unsure of yourself. The fact that you are concerned about being "ready" shows that you are very conscientious and I have a feeling you are going to do just fine. Most importantly, relax, have confidence in yourself, and allow yourself to be "new." Don't be too hard on yourself. In a few weeks you will probably become more relaxed and confident and laugh about it all. Good luck.
Be honest with the trainer. Make the conversation about you. "My intent is to learn as much as possible to be successful here. What can I do over the next few days to make sure I reach my goal?"
Concentrate on the most important areas the students need to know, essentially a needs analysis. If your teaching solo think about trimming the course content slightly. If you feel uncomfortable, tell the trainer you will do the next course. I have been a trainer for 25 years, last thing you need is to be unprepared and lack confidence going in...students will sense this quickly.
Hi Anthony, I would make sure you voice your concerns I am sure they've heard this all before. Also take as many notes as possible and reach out to others already in the position to get their best practices of how they handled the job, ask if they have any cheat shits, materials, manuals etc. to help you excel in your role. Also many call centers have a buddy system in place, try connecting with a person who is considered an expert in their role and follow their lead until you learn the ropes. You will be surprised at how well you will adapt to something it is just new right now but you must be willing to take risk and at least try in order to get better. Good Luck!!!