There are quite a few names for agents taking in calls before they hit the production floor and integrated into teams.  Some call it Phone Lab, Transition Queue, and Hot Housing.  But, basically this is when agents have the chance to practice what they learned in the training room and take in live calls.  They are all supported by the trainers to act as team leaders for questions and ensure development and improvement.

I went through the “no phone lab” stage and the current one.  I personally agree with the latter.  Though I learned a lot and became independent during training, used to the mock calls and the assessments, it is still effective to go through a couple of days or even weeks of calls with a lot of support on the floor.  Again, it depends on how it is structured.  If the training team makes sure to gradually remove all the support on the floor, then this will teach agents to start thinking and resolving issues on their own.  They don’t constantly rely on people to give them the answer or solution to simple things which they know they do on their own.  It’s a matter of confidence building as well.

A classic example would be my own experience.  I’m currently back on the phones for a certain project as an agent because the client would like the management team to experience their values and be an expert when we transfer the knowledge to our agents as trainers.  Would you believe me back on the phones for about 3 weeks and it’s been years since I talked to a customer for a product or service.

To make the long story short – it feels like I’m a brand new agent.  I’m glad that we have the chance to make mistakes and take in calls before we graduate.  It’s also a good way for us to humble ourselves and remember how important agents are in this industry.