KRA of Trainer in Call Center

The Trainer plays a pivotal role in any organization. Just to let you know, after HR the first formal interaction of a new candidate happens with the trainer of any organization. So, it becomes the prime responsibility of a trainer to create a positive and effective onboarding experience for the new candidate, setting the tone for their journey within the organization.

Especially in the Call Center industry which is a manpower-oriented industry, the role of trainer becomes more critical to control the attrition as well as deliver a decent training output.

In addition to the above-mentioned tasks, the trainer needs to perform some other tasks as well which we will cover next in the blog.

So, in today’s blog, we will explore 5 major KRA i.e. Key Responsibility Areas of a Trainer in a Call Center.

Without further ado let’s start the topic. But before diving deep into the blog, let’s understand the definition of a Trainer in BPO.

What is a Trainer?

A trainer can be defined as “An individual who performs training, and coaching activities, that are intended to enhance the skills and product knowledge for a specific project.”

In addition to training and coaching activities, a trainer also participates in creating and designing training SOP and learning and development programs. 

Now, let’s focus on KRA of Trainer in Call Center or BPO”

KRA of Trainer in Call Center or BPO

Although, the trainer’s KRAs can be prioritized as per the nature of the job and client requirement, however below outlined 5 KRAs are common across the industry.

1. Training and Coaching:

One of the core responsibilities of a trainer in a call center is to conduct initial training and coaching sessions for new hire agents. This is in fact the prime responsibility of every trainer in an organization.

Training and Coaching

In the Call Center, every new hire has to undergo a training period that is intended to provide product training for the project for which the candidate is hired.

The training period can be as short as 2 days and can go up to 90 days, totally depending on the client’s requirements and contract.

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2. Design Training Itenary and SOP:

One of the major tasks of a call center trainer is to design the training itinerary. Often, this is the prime responsibility of a Training manager to design the training itinerary but in the absence of a training manager and in small size call centers, this becomes the responsibility of a trainer to design the training itinerary. The idle training itinerary must cover :

• Training Period/ Duration.

• Training Schedule.

• Topics covered.

• Trainer / Training Manager Name

• Training Venue with dates and times.

Along with the itinerary, another important training document is SOP i.e. Standard Operation Procedure, which a trainer must know how to design and prepare.

3. Learning and Development:

In addition to training and coaching, the trainer is equally responsible for the learning and development of an agent, especially a new hire.

KRA of Trainer in Call Center

As mentioned above the trainer is the first formal face of the organization to the new hire, hence the trainer should understand his role in learning and development of the employee throughout his organizational journey.

With increasing competition and to improve customer satisfaction every brand owner keeps on rolling new product updates from time to time. Being the outsourcing customer service partner of the brand, it becomes the top priority of the call center to disseminate all product-related updates to its agents as soon as they are rolled out or before the updates reach customers.

Can you guess who is responsible individual to disseminating all recent product updates to the agent? 

Yes “The Trainer”.

5. BQ Session:

The Trainer is also responsible for conducting performance improvement sessions for BQ i.e. Bottom Quartile agents. As per the contract, there are various metrics targets for a call center to achieve, failing which can lead to levy the of penalty to the call center. 

To avoid such penalties, every call center figures out bottom-performing agents in every metric and conducts a training refresher session for them to focus on improvement areas.

These training sessions are led by “The Trainer”.

Conclusion:

By analyzing the above tasks of a Call Center trainer, one can guess the importance of a KRA of Trainer in a Call Center. Although we have covered the 5 major tasks of the trainer role above, apart from these tasks, the trainer can be allocated some ad-hoc tasks as per the process requirement, some of them are outlined below. other tasks can also be allotted to the trainer.

• Preparation of training-related reports.
• Auditing and Barging calls (especially new hires)
• Conducting PKT (Product Knowledge Tests)
• Perform QA tasks in case of absence
• Attend customer’s calls in case of high call/chat volume.

Do share your views about the blog in the comment box

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