Implementing Call Management Training into your Customer Support Operations
When implementing call management training, one thing that's hard to replicate is live scenarios for your students. It's impossible for one instructor to deliver scenarios one-on-one, and doing them as a group doesn't have the same impact as students completing them independently. One approach to this issue is to implement an eLearning program for your students. Your eLearning program can function independently or be used to support your regular classroom training.
What is eLearning?
If you haven't used eLearning in the past, you may consider it to be something that just won't work for your students. eLearning is defined as "learning conducted via electronic media, typically on the internet." Now that eLearning has evolved from simple multiple choice question and answer documents to a multifaceted blended learning environment, you can incorporate many different approaches to training all within the same course.
For call management training, you want to be certain that your students know their content and can deliver it to callers in an appropriate way. An abstract concept of this nature is hard to deliver in a classroom setting. Recording training calls, or even real calls from your call center, and playing them in an eLearning setting followed by questions, or having students select appropriate responses to the scenario, can really help ensure that your students are learning what you want to teach.
Consider a Learning Management System
To make your material accessible from one centralized location, track student training data or test scores, and prepare reports on your training program, consider purchasing a learning management system (LMS) for your organization. An LMS will help both your students and training coordinators by providing a simple interface for completing training and compiling necessary training data. This software platform can be purchased and programmed yourself, or you can purchase a subscription to a vendor supported option that is ready to use.
Try an LMS
As you navigate the plentiful LMS options on the market, consider taking advantage of the free trial offered by Litmos. This LMS software is sold on a subscription basis that is ready to use the day you buy it. The free trial will allows you time to load some training content and students to see how easy it really is. You will be surprised at how many eLearning options you can bring to your call management training.