{"id":2881,"date":"2015-02-16T20:26:00","date_gmt":"2015-02-16T18:26:00","guid":{"rendered":"http:\/\/blog.talentlms.com\/?p=2881"},"modified":"2025-01-24T10:56:22","modified_gmt":"2025-01-24T08:56:22","slug":"elearning-call-centers","status":"publish","type":"post","link":"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/","title":{"rendered":"eLearning for Call Centers"},"content":{"rendered":"

Call center online training<\/a><\/strong>\u00a0is all about on-the-job training. Whether it\u2019s the IVR (interactive voice response) training, scorecard keeping, improving First Call Resolution (FCR) or the Average Handle Time (AHT), trainings need to be carried out while the agent is on duty.<\/p>\n

LMS for call center: the ‘how’ and the ‘why’<\/h2>\n

Call centers experience invariable bouts of down-time that need to be managed with the right trainings for the right agent. Learning management systems<\/a><\/strong> deployed for call centers are not your regular systems. These are tuned for advanced analytics that gauge performance in several metrics like agent performance, customer satisfaction rates, quality adherence factors, trainings completed, training performance, call handling improvement rates and much more.<\/p>\n

“Why the fuss?”, you may wonder. What\u2019s so special about call centers? An organization that sells products or services is only as successful as its call center! This is where direct communication with customers takes place. The goal is to create happy customers and sell more each day. Needless to say, best practices trainings in multivariate topics is the best prescription for call center agents.<\/p>\n

Regular monitoring of learning and performance analytics will enable call center managers\/supervisors to determine the strongest and the weakest agents. Trainings can then be suggested to these agents in the form of messages in their LMS<\/a> <\/strong>profiles with reasonable deadlines. Call center management systems reveal the peak and downtime patterns for individual agents providing \u201ctraining windows\u201d for the much needed on-the-job-training. Such trainings demand immediate transfer of learning to the performance context. The next call from a customer receives a higher success rate.<\/p>\n

10 strategies to use while creating\u00a0eLearning for call centers<\/h2>\n

eLearning for call centers may sound tricky, right? Unpredictable events and unpredictable customers continue to challenge call center training managers. If there are two things that need to be deeply internalized by each call center agent, it\u2019s these:<\/p>\n

First, all agents need to achieve excellence in customer service<\/a> to reflect a positive company image. Managers need to demonstrate the consequences of quality customer service and inferior customer service early on and regularly.<\/p>\n

Second, agents must be properly empowered to make on-the-spot decisions to take care of their customers. Agents need to be assured that their bold decisions will not be scrutinized or reprimanded. With these two core goals in mind, call center eLearning training effectiveness can be improved using these ten simple eLearning strategies<\/a><\/strong>:<\/p>\n

1. Used game-based learning strategy<\/h3>\n

With a ton of customer problems demanding the attention of your agents, you need a highly engaging eLearning program to attract and retain their attention. There is a plethora of eLearning tools that enable instruction designers to embed interactive games, role-plays, contests and call simulations. This will keep your agents engaged and complete trainings faster than regular click-and-next trainings.<\/p>\n

2. Develop agent-centered learning strategy<\/h3>\n

All learners have unique learning needs. Develop training programs that reflect the general work culture. They should enhance the strengths and eradicate weaknesses. Encourage over-achievers to train the team by example. Create a casual knowledge sharing environment by holding \u201cdebriefing\u201d sessions. These are powerful sessions in which the rookie agents share their secrets. The novice agents find catching up relatively easier.<\/p>\n

3. Develop work-context based trainings<\/h3>\n

Most companies hold live trainings in designated training rooms. The online versions are completed on personal computers\/laptops. The trainees are then pushed to the floor with great expectations! Call center trainings would definitely not work this way. Allow learners to watch other agents in action. Encourage them to take field notes or fill out evaluation forms. Trainings would be more meaningful this way.<\/p>\n

4. Remind job expectations regularly<\/h3>\n

Call center trainings are crucial to the product, process, and system of the company. The basic call-center curriculum revolves around these topics:<\/p>\n

    \n
  • The products supported by the organization<\/li>\n
  • The use and benefits of the products<\/li>\n
  • How to troubleshoot the products<\/li>\n
  • How to use the systems and processes that support them<\/li>\n<\/ul>\n

    Regularly re-train on the following: Quality Monitoring Standards and goals, Scheduling and Adherence standards, and Scorecard expectations. This enables agents to stick to the job expectations through the passage of time.<\/p>\n

    5. Introduce training system during onboarding<\/h3>\n

    Onboarding is an excellent opportunity to introduce your learning management system to the agents. This will embed the training into their routine leading to a learning organization culture.<\/p>\n

    6. Involve Supervisors<\/h3>\n

    Create a supervisor-centered trainings in which supervisors actively add their observations, lessons learnt, recurring errors and best practices to the instruction development process.\u00a0 Supervisors are SME\u2019s in true sense. Their input is valuable for call center trainings.<\/p>\n

    7. Create short courses<\/h3>\n

    Engage your agents with visually appealing trainings that are interactive and promote decision making. Your goal is to have the content internalized by the agents. Create compact courses that cover substantial content in seven minutes. The time spent on assessments will be more effective.<\/p>\n

    8. Play learning-goal based games<\/h3>\n

    Games are not new to training. Casino themed games, trivia-like games and treasure hunt themes, all add entertainment to the education part of the training. Games motivate learners to practice repeatedly to improve scores, beat their peers and advance in the leaderboard. Playing such games during downtimes improves productivity and immediate transfer of learning to the next call.<\/p>\n

    9. Create partnership with agents<\/h3>\n

    Develop a sense of ownership within agents by requesting their input and feedback on customer handling experiences.\u00a0 Encourage them to describe their challenges and how they hope to overcome them: practice and\/or new strategies. The results of on-the-job-aids will be anticipated and well-received. Performance will also improve when trainings are based on suggestions made by agents.<\/p>\n

    10.\u00a0 Administer frequent and consistent trainings<\/h3>\n

    Call center supervisors <\/b>are stretched for time owing to the high-stress environment they work in. Agents that do not perform too well take up unfair amount of supervisors\u2019 time. To distribute this time fairly among all agents, coaches and agents can be made to interact during the performance for enhancement opportunities. Walking through tough callers with an expert agent enables novice agents to enhance their performance. On the job coaching can be carried out effectively by grouping similarly performing agents together and coaching accordingly. Integrate a system of measuring coaching and related performance of each agent to monitor training, learning and performance quality.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Call center online training\u00a0is all about on-the-job training. Whether it\u2019s the IVR (interactive voice response) training, scorecard keeping, improving First Call Resolution (FCR) or the Average Handle Time (AHT), trainings need to be carried out while the agent is on duty. LMS for call center: the ‘how’ and the ‘why’ Call centers experience invariable bouts […]<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[221],"tags":[168],"class_list":["post-2881","post","type-post","status-publish","format-standard","hentry","category-instructional-design","tag-corporate-training"],"acf":[],"yoast_head":"\neLearning for Call Centers - TalentLMS Blog<\/title>\n<meta name=\"description\" content=\"eLearning for call centers is different than for other industries but every specialist should acknowledge problems and solutions that eLearning offers for specific markets.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"eLearning for Call Centers\" \/>\n<meta property=\"og:description\" content=\"eLearning for call centers is different than for other industries but every specialist should acknowledge problems and solutions that eLearning offers for specific markets.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\" \/>\n<meta property=\"og:site_name\" content=\"TalentLMS Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/talentlms\" \/>\n<meta property=\"article:published_time\" content=\"2015-02-16T18:26:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-24T08:56:22+00:00\" \/>\n<meta name=\"author\" content=\"John Laskaris\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@talentlms\" \/>\n<meta name=\"twitter:site\" content=\"@talentlms\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"John Laskaris\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\"},\"author\":{\"name\":\"John Laskaris\",\"@id\":\"https:\/\/www.talentlms.com\/blog\/#\/schema\/person\/dae4f7fda06829342927e14739510924\"},\"headline\":\"eLearning for Call Centers\",\"datePublished\":\"2015-02-16T18:26:00+00:00\",\"dateModified\":\"2025-01-24T08:56:22+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\"},\"wordCount\":1036,\"commentCount\":1,\"keywords\":[\"Corporate Training\"],\"articleSection\":[\"Instructional Design\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\",\"url\":\"https:\/\/www.talentlms.com\/blog\/elearning-call-centers\/\",\"name\":\"eLearning for Call Centers - 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