Training is time-consuming! That’s probably the first thought you have whenever you read an article about its importance.
It’s easy for a blog to quote stats that say 94% of employees would stay with a company longer if there were an investment in learning, and 68% of employees say training & development is the company’s most important policy. They’re not the ones that have to create and implement an effective training program.
For many managers, a significant investment in quality training may seem out of reach—you don’t have enough time, money, or insight to develop the training your employees or the executives want. Thankfully, that’s what a call center Learning Management System (LMS) is for.
A call center LMS is an all-in-one, centralized training solution. The purpose of the software is to make it easier for you to manage your training, keep track of progress, and thus achieve your learning goals. Your LMS should partner with you—anywhere and at any time—to streamline training courses' creation, attendance, and delivery.
LMS course management is critical, making it simple to automate and scale your call center training to fit your specific educational needs. After all, the most time-consuming and essential aspect of training is your coursework—it’s the difference between poor training and training that leads to 24% higher profit margins. So, the best LMS platforms allow you to manage everything from course type to learning style, course environment, and more.
Call center LMS course management gives you the ability to build, manage, and distribute diverse training courses smoothly and quickly. It makes the process as seamless and effortless as possible. You can upload, edit, and publish studies in minutes—using content built from scratch or pre-curated content.
Here’s how it works.
The best call center training is particular to your agents and needs. For example, if your agents struggle with following your call center script, there should be training.
Call center LMS course management should allow you to design, develop, and deliver your own branded company content. Using SCORM, xAPI, and a host of other course types, you can build and upload content in almost any format—text, presentations, PDF, video, audio, webinars, etc.
And if you have already created content from past training sessions, your call center LMS makes it easy to import what you need into the system. Drag and drop any SCORM 1.2 or xAPI files from your computer straight into the LMS. You can manage your courses without technical expertise.
And if you don’t have time to create your call center training courses, one of the benefits of an LMS is an extensive pre-curated course catalog. These licensable training modules cover a comprehensive list of topics and information, offering expert advice for call center agents. There’s a little bit of everything from training basics to introductory courses, specialist training, advanced workforce management, etc.
With a dynamic library of curated training courses, you can cover the essential tools, techniques, and emerging industry trends in your training program without needing to create any new content. You have to go into the course catalog, download the course you need, and then upload it to your LMS using drag and drop. It’s that simple.
So, how do you make the most of your call center LMS training? Here are a few tips and tricks to get you started.
Before you take the time to develop from-scratch courses or download new techniques from the content library and create learning paths, you’ll want to match your training directly to your needs. This means you need to develop systems that address skill and competence gaps. Conduct periodic performance reviews (through the quality assurance process) and identify any gaps in agent knowledge—test for holes in everything from service knowledge to communication skills, emotional intelligence, and more.
Not everyone learns the same way. Some people learn better by watching videos, whereas other individuals prefer reading or going through PowerPoint presentations. Take advantage of your learning management system’s ability to create dynamic learning through various content formats, such as Word, PowerPoint, PDF, video, audio, etc. In this way, each agent in your call center can choose the type of learning that works best for them.
In your call center LMS, you’ll have the ability to set user roles. This means that you can group learners based on the type of training they need. For example, you can create customer support, marketing, and sales groups. Or groups for new hires, agents, managers, and supervisors. You can then assign learning paths with unique courses for each group, so there is a workflow for efficient training.
Don’t rely solely on eLearning. Agents learn best with blended instructor-led training through LIVE webinars (Webex and Zoom) combined with online courseware. In this way, agents can remember when it works best for them while also having scheduled training where they can ask questions and get immediate answers. This learning model also offers the opportunity to use online quizzes and material for remediation after LIVE sessions.
To ensure your call center training is completed in the desired time frame and meets your needs, set course objectives and goals. Use your call center LMS to select due dates for each course, and within your learning paths, set goals for the total number of studies that need to be completed and the exams that need to be taken, and the scores achieved. The more specific you are about your training goals, the more likely you will get the outcomes you want.
Finally, use your call center LMS to create reports about the success of your training. Please keep track of how your employees are doing, meeting their goals, and gaining the knowledge they need. Use LMS reports to track user progression, view exam results, take surveys, view training histories, etc.
LMS course management is designed to help you deliver effective and efficient call center training. It simplifies how you build, manage, and distribute a diverse range of courses, making it easy to drag, drop, and publish studies in minutes. From there, it’s just about engaging your employees in the learning process and adjusting your training constantly.
