With more call center agents working from home—whether part-time or full-time—virtual training needs to be as thorough, engaging, and effective as traditional, in-person sessions. Quality virtual training not only ensures top-notch customer service but also significantly reduces agent turnover. Here are four strategies to improve your virtual training and set your agents up for success.

1. Start with Technology Training

Not everyone is fully comfortable with videoconferencing tools like Zoom or Microsoft Teams, even though remote work has become more common. Before diving into your core training, consider offering a brief tutorial on the specific platforms and tools agents will be using, including features like breakout rooms, polls, and integrated apps. This “tech warm-up” can be a separate session or the first part of your main training. Addressing these basics upfront minimizes tech-related interruptions and helps everyone get the most out of each session.

2. Prioritize Interactivity

Engagement is key to virtual training, and without the benefit of being in the same room, you’ll need to make extra efforts to keep participants actively involved. Most videoconferencing platforms include tools like chat, which can be used for questions, polls, and sharing responses. Use a mix of formats—slides, videos, quizzes, games, and role-playing—to make the content dynamic. By varying the ways you present information, you’ll help agents stay attentive and retain more of what they learn.

3. Create Opportunities for Social Connection

Breakout rooms are a great way to build interaction while also allowing agents to get to know one another. Working from home can be isolating, and agents often have fewer opportunities to build camaraderie with their team. Breakout groups foster these connections during training, encouraging agents to discuss content and collaborate in a more casual setting. Building these relationships early on promotes a supportive work culture that can lead to better teamwork down the line.

4. Schedule Frequent Breaks

Virtual training can be tiring, even for agents working from their home offices. Make sure to schedule enough breaks so participants can stretch, grab refreshments, or even ask individual questions. Pushing through long, uninterrupted sessions can lead to burnout and reduced retention. Short, five-minute breaks between sections can help refresh focus and maximize learning outcomes.

Training new agents effectively is essential, and a supportive call center platform can make all the difference. CallShaper’s tools are designed to empower your agents, not slow them down. Want to see how CallShaper can enhance your agents’ experience? Request a demo today!