It's a virtual world.

Read about how we brought in virtual training to a multi-site, 24-hour contact centre.

The company was spread across multiple sites, homeworking, and had a 24-hour contact centre.   They had multiple updates which needed training out to everybody in claims each month.

The old way:
A trainer would build the classroom training and people would attend the session.

The issue:
Advisors would need to physically go to the training room to receive the training.  A trainer would need to be on site to deliver the training.  Sometimes, if the phone lines were busy, the training would get pulled.  This meant the training staff, had sometimes worked a late shift or weekend for no reason.

The solution:
Virtual learning.  The course was designed to be delivered via WebEx, it had interactive sections so people wouldn’t switch off.  Advisors could dial in from their desks and one trainer could deliver to multiple sites at once from the comfort of their own desk or even home for those late or weekend sessions.

The benefits:
Here are just some of the benefits we saw:

  • A quicker turnaround for advisors as they did not need to leave their desk
  • The sessions were recorded, so if somebody was unable to attend they didn’t miss out
  • The training room could be used for other things
  • The training could be delivered from anywhere at any time
  • It actually increased teamwork as advisors would help each other log on to WebEx

The old way brought into the 21st Century.

Read about how we rebuilt a contact centre induction course.

The company had gone through a massive period of growth, it had 2 training staff (1 manager and 1 trainer) who were both stuck in the classroom in back to back inductions.  This meant the training material hadn’t been touched in years.

The old way:
New starters would sit in the classroom for 4 weeks and go through the 76-page booklet.  They would have systems training and time sitting next to experienced advisors. 

The issue:
The material was read through with the trainers adding in their own thoughts and explanations, which weren’t written down anywhere.  So new trainers found it difficult to deliver the course to the same standard.  The majority of the material was delivered in a discussion format or read from the booklet with the occasional activity thrown in.  This meant visual learners found it difficult to pick up the content. 

The solution:
Redesign the course, and split it into manageable sections.  Add in blended learning techniques and get maximum learner engagement with activities.  Build the training so every group would have the same experience and information, no matter who was delivering it.

The benefits:
Here are just some of the benefits we saw:

  • All the material had trainer notes, delegate booklets, presentations and blended elements
  • More time was spent with experienced advisors, this was scheduled into the agenda
  • The overall training time was reduced
  • The learner satisfaction scores increased
  • Trainees became productive quicker, they were often taking contacts by the end of week 1
  • The bond between the learners increased as they were completing activities and challenges in teams
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