Telnet, New Zealand’s largest privately owned outsource call centre, is using Litmos, an online training tool/system to train its call centre agents. Online training, as opposed to paper learning, is invaluable in that it allows staff training to be ongoing. Online training modules are updated regularly and eliminate the necessity for endless paper printouts which can be lost or discarded. Telnet’s Staff Trainer Diane says, ‘Litmos is easy to use, requires no special training, is not hard to understand and ‘looks familiar’. Agents can find their way around Litmos in less than an hour, and it is easier to use than many other e learning applications. The most important features of Litmos are its reporting and assessment functions. Diane explains that when dealing with paper learning, work must be marked which is time consuming and is ultimately hard to measure. Comparatively, once an agent has completed a Litmos training test, an email is automatically sent to the trainer for assessment. The trainer then has an immediate record of who has completed the test successfully. Needless to say, this feature sits nicely with Telnet’s managing director , who works on the premise that ‘what’s measured gets done”.

With Litmos online training systems there is no ‘downtime’ a problem which is associated with classroom training. Agents now enjoy learning. Those who previously read magazines or newspapers to fill in quiet periods are now keen to keep testing themselves, or updating their product knowledge using Litmos training modules which improves productivity.

With readily available, up to date training modules it is easy for agents to find answers to any questions they may have. Agents have a strong sense of achievement in completing a training module, which has the effect of boosting their self esteem, and promoting a confident workplace. Diane says that ‘training has turned into something that does happen’ and adds ‘we don’t have to plan it and then postpone it which is what used to happen with classroom training’. With all training being carried out online, staff training is extremely easy and efficient. ‘Litmos turns training into enjoyable experience- agents actually want to use it’ reports Diane.

And, client satisfaction has improved with the introduction of easy to use Litmos training programmes. With the flexibility that Litmos provides, Training manager Diane is able to update a client’s programme, or get reports, at any time with a minimum of fuss. Using Litmos training systems has to be a win/win situation for both Telnet and the client.