Importance of behavioural training for call center employees

Importance of behavioural training for call center employees

Behavioural skills training is one of the key factors that needs to be addressed for call center employees. The sudden surge in the requirement of manpower and boon in this industry has made India a flourishing industry. Outsourcing of crucial processes has become a trend in India, but what organizations don’t realize is that employees need to be given the right behavioural training for them to succeed and become a part of this career movement.

Is technical competency or product knowledge the only criteria that determines the worth of an employee? That’s not true. Although having strong knowledge of your field is of prime importance, but if you want to make it big in your career then you need to have the right balance of interpersonal skills, behavioural training, and positive attitude.

behavioural training

Behavioural training includes motivation, communication skills, team spirit, self-management, interpersonal skills etc. All these aspects have seen a marked transition in the past few years. There was a time when behavioural skills’ training was a generic term. But with more awareness, a lot of organizations are paying attention to the importance of behavioural training and are investing in it. Companies across the globe have realized that professionals with just technical skills cannot be complacent. They need something extra, and edge that can help them make a mark for themselves in the industry, and that is right behavior and attitude.

Behavioural Skill Training topics essential in workplace

Given below are some of the behavioural training topics needed by professionals.

  1. Communication skills

Good communication skills are an indispensible part of Behavioural skills training. It needs to be a balance between verbal and non-verbal communication. You should be able to convey your message in a concise manner and consider non-verbal cues like body language, eye contact, hand movements, gestures, facial expressions as well.

  1. Goal setting and planning

Planning requires setting concrete goals, identifying a workable action plan, and making commitment to follow that plan. It is important to have clear goals in life. Whether you set short term goals or long term goals, when you know what you’re working for, focusing the energy on it becomes rather easy.

  1. Empathy

behavioural training

Being empathetic towards others is such a pivotal skill. You should genuinely listen to what the other person is trying to say, put yourself in their position and have an open mindset. Empathy is a behavioural skill that can help you keep peace of mind and grow in your career. Empathetic people tend to be more trustworthy and put others at ease.

  1. Self improvement

Professional life is not easy. There are so many changes that one has to witness. But the best way to grow is to embrace those changes, learn from your mistakes, and constantly work on self improvement.

Your competition shouldn’t be with anyone else but yourself. Try and be the best version of yourself and you’ll see that success will automatically come to you. Self-improvement training is a part of behavioural training and it will help provide the right feedback and criticism that can be used in a constructive way.

  1. Conflict resolution

Having conflicts at workplace is a common occurrence. It is important that employees get over the friction and imbalance caused to keep going with their work. Don’t let conflict breed, resolve it at the earliest to make sure there are bad feelings or grudges among employees.

  1. Time management

Time management doesn’t mean the employee’s ability to stick to deadlines, it means organizing and completing their tasks so that they find time for themselves as well. Time management is an integral part of behavioural skills training and developing this skill means that you are directly impacting the employee’s performance.

Removing distractions like cell phones and social media is one way in which employees can remain focused on work.

Source -


Share FeedBack