The Ultimate Guide to the Train-the-Trainer Model in Call Centers

20 Oct 2023 By: Michael Kansky


Today’s call center industry thrives on skilled workers. Many now use the Train-the-Trainer method. It lets expert trainers teach others, who then train agents. This guide covers the model, its key parts, implementation, training tips, and success measures.

One of The Most effecting call center agent training model in Call Centers is Train-The-Trainer

What is the Train-the-Trainer Model?

The Train-the-Trainer Model is all about letting experienced trainers share what they know, helping everyone in the organization get better at training. It focuses on using in-house trainers over outside experts, strengthening training skills within. It equips internal trainers with the tools and knowledge they need to effectively pass on skills and insights. This not only cuts costs but also ensures the training is closely aligned with the organization’s unique requirements and culture.

The Train-the-Trainer model enables internal trainers to deeply understand and integrate the organization’s culture and goals into training, enhancing relevance and impact. It supports continuous improvement and relevance in training programs, keeping pace with trends and technology to equip staff with up-to-date skills.

The Train-the-Trainer model also means training sessions can be more tailored. Internal trainers know the call center’s unique needs and issues. They customize content, delivery, and exercises for these needs, making training relevant to agents’ daily tasks. This targeted approach boosts training effectiveness, focusing on key improvement areas.

The Train-the-Trainer model also promotes sharing and teamwork among trainers. They exchange ideas and tips, creating a supportive learning environment. This not only aids in their professional growth but also helps refine their training delivery methods.

In short, the Train-the-Trainer model is a strong method that lets internal trainers give meaningful training. It builds a durable training framework, customizes sessions, and fosters teamwork. This saves money and aligns with goals, fitting the call center and agent needs perfectly.

Key Elements of the Train-the-Trainer Model

The Train-the-Trainer model includes key parts that combine to form a successful training program. These components include:

  1. Identifying training needs: Start by understanding what your call center team really needs to learn. Look at how they’re doing, ask them directly, and hear what their leaders say. It’s all about getting a clear understanding of the situation.
  2. Choosing trainers: Pick those with deep knowledge and strong teaching skills for success. They should make complicated ideas easy and interesting to learn.
  3. Developing training materials: Trainers must have the latest and complete materials to teach well. This means manuals, slides, guides, and anything else they and the agents need to do well.
  4. Providing train-the-trainer training: After choosing trainers, they also need training. This preps them to teach other trainers effectively, giving them the skills and knowledge they need.
  5. Continuously improving the training program: The Train-the-Trainer model is a cycle of constant improvement. Keep it effective with regular checks, feedback, and reviews to stay in line with the call center’s aims.

How to Implement the Train-the-Trainer Model in Your Call Center

Starting the Train-the-Trainer model in your call center? You’ll need a solid plan. Here are some steps to help you begin:

  1. Evaluate your existing training: Check your current setup to identify areas for improvement. Figure out how the Train-the-Trainer model can enhance your program.
  2. Pick trainers: Select those who are knowledgeable and have strong teaching skills. Find those excited about training and great at communicating.
  3. Provide train-the-trainer training: Make sure your chosen trainers get thorough train-the-trainer training. This preps them with the skills and knowledge to teach others effectively.
  4. Develop training materials: Work with your trainers to create materials that meet your call center’s needs. Make them thorough, captivating, and simple to understand.
  5. Start the Train-the-Trainer model: Launch training sessions using this approach. Watch how trainers do and adjust as needed to improve.
  6. Evaluate and iterate: Keep checking how well the Train-the-Trainer model works. Make changes as needed to keep getting better.

Top Tips for Successful Train-the-Trainer Training

When starting the Train-the-Trainer model, remember these key tips for successful training:

  • Provide ongoing support: Make sure trainers can always get support and resources to boost their knowledge and skills.
  • Foster a learning culture: Build a culture of ongoing learning and growth in your call center. This motivates trainers to keep up with trends and best methods.
  • Encourage feedback: Always ask for feedback from trainers and agents. Use it to find what needs work and to tweak the training program.
  • Recognize and reward trainers: Celebrate trainers’ work and wins to motivate them to keep giving great training.
  • Emphasize practical application: Include practical tasks and real examples in training to make learning better and help remember what’s taught.

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The Train-the-Trainer (TTT) model involves teaching experts to train others, aiming to replicate subject matter expertise across an organization. This method, however, can falter without proper steps like creating concise training content, organizing it into a manageable process, and testing for effectiveness. Active, practical learning and regular auditing of trainers are crucial to prevent information distortion, akin to the “telephone game.” Adopting a structured approach with hands-on activities ensures that training is both engaging and efficient, fostering an environment where trainers and trainees alike can thrive and contribute to the organization’s growth.

The “Train the Trainer” model equips in-house experts with the skills to teach colleagues, focusing on communication, empathy, and presentation abilities. It offers cost benefits and aligns training with company goals but requires investment in developing trainers and a strategic approach to learning. While fostering in-house expertise, it may face challenges if staff prefer learning from external experts.

“As we look ahead into the next century, leaders will be those who empower others.” 

– Bill Gates

How to Measure Success with the Train-the-Trainer Model

To see if the Train-the-Trainer model works, call centers should look at different metrics and signs, like:

  • Agent performance: Check how agents perform after training by internal trainers. See if there’s a clear boost in important performance measures.
  • Training evaluation: Keep collecting feedback from agents, trainers, and bosses to judge the Train-the-Trainer model’s impact and adjust as needed.
  • Training completion rates: Watch how many finish the training and compare it to old ways to see if it’s working better and keeping agents engaged.
  • Cost savings: Look at how much money you save by using the Train-the-Trainer model instead of outside trainers.
  • Employee satisfaction: Often ask agents and trainers how they feel about the training and what could be better.

In Conclusion

The Train-the-Trainer model effectively builds skilled call center teams. It boosts performance, cuts costs, and supports growth by empowering in-house trainers. Plan it well, check its impact often, and adjust as needed for lasting success.

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Michael Kansky

Michael Kansky, Founder of LiveHelpNow and HelpSquad, has leveraged his 20 years of industry experience and innovative support strategies to revolutionize customer service approaches, making LiveHelpNow a leading customer service software provider, and establishing HelpSquad as a bridge between businesses and customer needs. You may contact Michael on LinkedIn: