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These questions can include anything from: “Do you know our procedure for handling abusive customers?” To, “Are you confident in your knowledge of our X range of products?”
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One call centre training tool that can be used for continuous training is The Johari Window, an exercise that involves giving a group of 3-8 advisors a list of job-related questions and asking them individually categorise each question into the following grid. Use training activities like “The Johari Window” In addition, you can help beginners to the call centre world to get continuous training, which should ideally be more than just quality monitoring alone. Take a look at this article to see how OVO have used this pre-induction orientation. Lars Hyland, Director of Learning Services at e-learning specialist, Brightwave
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It’s a best practice model well worth replicating. The portal also won the Most Effective Training Programme award at the recent Customer Contact Association Global Excellence Awards. This has reduced induction training by one week and measurably improved sales and customer service performance. Up to ten hours of learning covering product knowledge, compliance topics, as well as sales simulations, have led to staff arriving confident and competent. Brightwave and Sky, the satellite television and media communications provider, worked together to build a pre-induction portal.