Therefore, to maintain this state of essence in these establishments, it is important that the resources (calling agents/management) of the outbound/inbound call centers are well trained and directed towards the process of business transformation. Let us learn the importance of the training and how it can be made interesting and productive for the agents.
When we take the example of the leading call centers of the globe, we simply find that these units train the agents as they want to utilize their resources for financial growth. Therefore, emphasizing on a strict module of training becomes essential for these call centers. A special training of at least a month is required for the new agents to understand the business and how they have to work accordingly. Training can be both imparted in the form of:

• Stand-up training • Coaching • eLearning
It is very vital to instruct the agents to apply a new policy or traverse a new system along with a special attention to experiment their thought process. Some of the agents can define their capabilities naturally but there would be a great percentage of agents that needs a professional advice. Training is a continuing education process that needs an application to assuage agent concerns and educate them in the essential techniques. Whether it is for any telemarketing process or offline campaign, the call center personnel has to keep a strict observance to the latest techniques. Especially, when the Call Centers in India are looking for converting their cost-oriented units into a revenue-generating profit center, training is an obligation. The role of the management is equally important in modifying certain elements that ensure their relevancy as service establishments take on sales errands. Some of them include the following:

• Balanced scorecards • Quality assurance guidelines • Policies • Key performance indicators
If an agent is also working on a work from home basis, then the inbound call center that is outsourcing them should be equivalent in imparting training. Empowering an eLearning for calling agents is a supportive method for dealing with related management challenge. The only thing is that both the managers and WAH agents have to be well trained. If the agents are new in an outbound call center, they have to become familiar with all of the individual department’s three aspects namely the content, systems and the company policies/procedures. After all, training plays an imperative character in keeping agents associated and feeling part of an establishment.