Call centres aim to provide excellent customer service at the lowest possible cost. However, achieving this balance can be challenging. One of the main challenges is ensuring a high First Call Resolution (FCR) rate, which means resolving customer issues on the first call. This is crucial for customer satisfaction.  

Improving customer satisfaction is a priority for call centres. Call agents must understand what is expected of them to deliver excellent service. Agents need specific skills to satisfy customers, such as patience, empathy, and effective communication. 

Customers expect their issues to be resolved quickly and efficiently, ideally on the first contact. This expectation places significant pressure on call centres and their staff. The goal is to achieve the highest possible quality of service, which requires continuous training and support for call agents. 

Another skill call centre operators need to learn is how to identify and respond to phishing calls. A scammer would try to gain information from the call centre operator to use for scams or theft. This skill is crucial to learn as it happens often and can lead to clients’ identity theft and financial loss.  

Through the SkillUP-VTS Call Centre VR training modules, trainees will engage in immersive training within a simulated call centre environment. This will involve role-playing scenarios to test their ability to recall core principles learned in call centre training. The practical experience gained from this training will help them learn how to handle challenging situations that may arise in their day-to-day work, such as phishing calls. Ultimately, immersive VR training aims to equip trainees with the skills needed to meet customer expectations and enhance overall consumer satisfaction upon transitioning to the workplace.