Good customer experience requires an adequate number of support agents that can handle daily call volumes. The training team carries the responsibility to train support agents on the right skill sets and make them job-ready.
However, they face the challenge of delivering large volumes of training, many of which require them to produce new content or evolve existing training program content continuously. In short, a lot of work.
We recently created a guide to help contact centers choose the right LMS. This guide starts with assessing the unique training challenges contact centers face and then looks at possible solutions. Click here to read this guide.
We can classify the training demands of a contact center into three categories and briefly look at how often they are delivered, refreshed, and the impact of moving these training programs online.
How it's currently done: Theoretical training happens in batches through instructor led classroom training sessions. This is typically followed by on the job training (OJT) with mock calls. After the OJT, agents are certified to move to the floor if they clear an assessment that checks their concepts and if their call quality is appropriate. Bottom Quartile training too happens through classroom batches with the content catering to the specific needs of the batch.
Training content: The NHT training content is vast. It does not need constant updates but making any structural changes to the NHT content is a laborious, time consuming task. Bottom quartile training mostly requires structuring the program using existing content.
Delivery challenge: As these training programs are delivered in a classroom set up, the quality of training is not guaranteed as it is defined by the quality of the trainer. Training happens in batches and the sessions are long. Agents are provided all the information and concepts in one go and are forced to complete training at the same pace irrespective of their learning abilities and preferences.
Tracking challenge: It is difficult to evaluate the strengths and weaknesses of an agent in a training batch. Since the batch needs to move together, some of the agents do not get adequately trained in the allotted time. This may lead to compromise in the quality levels required for certification (in order to meet the numbers required on the floor). Also, since there will always be multiple batches of such programs running across your contact center, tracking all the batches is a huge data gathering and analytics exercise.
How to use eLearning: NHT and bottom quartile training need a mix of instructor-led training and online self-learning, a.k.a. blended training. An instructor led program can be modified to have a blended program structure, with a mix of online self-learning and instructor-led classroom or virtual sessions.
Based on the nature of content, the training team can transition certain parts of the content into self-paced online programs, add simulations, and automate assessments. Typically, 75% to 100% of the content for such programs can be converted to online training.
How it's currently done: Similar to NHTs, product and process related training is handled through instructor led training.
Training content: New products/processes or updates to existing ones demand new training content or updates to existing content. The lead time to have the content ready is typically very short because of the business demand for a quick roll-out.
Delivery Challenge: New and updated training programs have to be delivered to all agents. This requires pulling agents off the floor in batches, which affects the contact center operations. The logistical challenge is increased when such training programs have to be delivered in a short time.
Tracking challenge: Classroom training sessions make conducting individual assessments to evaluate agent readiness with product/process knowledge nearly impossible.
How to use eLearning: Use an eLearning content creation tool that allows you to generate training content quickly, and add simulations that allow agents to practice and develop confidence to handle new processes. Delivery is quick with a user-friendly LMS, and trainers can easily track training completion and individual performances.The overall training time reduces by more than 50% once such programs are moved to eLearning.
How it's currently done: Handled through online quizzing tools.
Test or quiz content: Knowledge tests require the training team to prepare a huge bank of questions and constantly create new quizzes.
Delivery Challenge: As quizzes are conducted on an external tool/website, this becomes an additional investment of time and money to integrate it with your existing training system. The agents too need to be familiarized with an additional tool.
Tracking challenge: While the individual quiz results indicate agent knowledge on the topic being tested, the data does not get aggregated with the rest of agent training and performance data.
How to use eLearning: Modern LMSs enable training teams to create question banks, and deploy tests in no time. The training team can update the question bank regularly and keep launching new tests as needs arise.
Assessments are delivered, and test scores are collected online. The training team can configure custom performance reports, generate and automate insights across different organizations / partners easily. Also, using one platform for all training and assessment needs means that all the training and performance data for an agent is available on one platform.
A significant advantage of moving training online is that it allows contact centers to track, assess, and certify their agents in a standardized manner.
Certifying and recertifying agents is a new feature that can be leveraged through eLearning. Some eLearning systems allow the training team to set expiration dates for certifications, providing a real-time view of all contact center agents' certification status across locations.
Once certifications expire for a specific agent, the system can automatically trigger refresher training.
While eLearning (LMS) is the perfect solution for continuous training at contact centers, not all LMSs are fit-for-purpose.
An LMS works for the contact center if it is a part of the ongoing training strategy and processes. Else it is seldom used, and its utility is always under question.
The multi-partner environment at contact centers adds another layer of complexity to the adoption of any LMS solution.
What contact centers need is a single eLearning system that not only has all the features of an LMS, TMS, and an MIS but makes all these elements work together seamlessly. The perfect eLearning system should make the central training team's job effortless in:
That's why we built Nittio Learn, a single system that solves all training bottlenecks for contact centers. Click here to learn more.