The customer experience has never been more critical. Companies that lead in customer experience outperform laggards by almost 80%, driving revenue 4-8% higher. And for contact centers, call quality is the most critical aspect of customer experience.
The truth is that 61% of customers still prefer to talk to customer support via phone, and they have higher expectations than ever before. To meet those expectations, contact centers must go above and beyond to deliver a customer experience that is ahead of the curve and makes helping customers a priority.
And that’s why call center training is essential. It is how you teach veteran and new agents to provide exceptional customer experiences. Unfortunately, only 65% of companies provide effective tools for training.
The good news is a call center LMS can change the game and help you improve call center quality assurance quickly and effectively.
What is Call Center LMS?
A call center LMS is a “learning management system” that helps you train and educate your agents. It automates the training process on everything from compliance to customer engagement, agent soft skills, and performance. LMS is a centralized software solution that makes it easier to manage, track, and achieve your customer experience and call quality goals by offering anywhere and anytime training, course management, and blended learning.
Common Features of a Call Center LMS
When used correctly, call center LMS offers a vast online environment for on-demand and instructor-led education. It should help you streamline the creation, attendance, and delivery of training with different course types and styles best suited to the individual learner (document, presentation, video, audio, webinar, live training, etc.).
To power eLearning, the best learning management systems offer 13 key features:
Manage courses without technical expertise.
Manage and assign users to groups and roles based on needs.
Streamline training with an intuitive interface.
A mix of instructor-led and self-driven learning.
Create learning environments to train multiple audiences at once.
Engage learners through gamification.
Test learners’ knowledge through exams and certification.
Gain insights through actionable reports.
Automate and scale training through call center software integrations (i.e. Scorebuddy).
Survey learners to gain valuable feedback.
Train agents anywhere and at anytime with a mobile-friendly experience.
Configure the system with your own branding and white-labeling.
Offer training in each user’s native language.
How Can LMS Improve Call Center Quality Assurance?
So, how does call center LMS work to improve call center quality and the customer experience? You have to look beyond the features to see exactly how a learning management system can positively impact your call quality outcomes.
Provide Efficient and Effective Employee Onboarding
Employee onboarding is critical to your success. However, according to a study by Gallup, only 12% of employees feel that their organization does a great job at onboarding.
When onboarding is done correctly, it leads to higher productivity, better-satisfied customers, and has a positive impact on your organization’s growth. An effective and efficient onboarding process helps your employees gain the skills, knowledge, and resources to shine in their roles.
A call center LMS can help you create a formal and informal employee onboarding and training process that is easy to measure and suited to today’s modern audience. It can make new-hiring training simple to manage and deliver in a learner-friendly way. This will lead to improved performance, a shortened learning curve, and higher employee retention rates.
Track and Score Current QA Metrics
Exceptional call quality and positive customer experiences depend on training that concentrates on real needs. You must put your effort into the areas where your organization and agents have the greatest impact on customer sentiment.
Track, score, analyze, and improve—these are critical steps essential to exceptional call quality. And with an LMS, you can easily track and score current QA metrics to see how well your training is improving performance. You can access details of agent performance and ensure they have the skills, knowledge, and resources necessary to be successful.
An LMS helps you track and analyze your training needs to develop training goals that align with your business goals, so that everything works together to improve quality.
Improve Employee Retention
Without a formalized training program where you support up-skilling and knowledge sharing, your call center agents are not incentivized to stick around. In fact, 69% of employees are more likely to stay with a company for three years if they experienced great onboarding and training. They want internal development opportunities, or they are likely to be disillusioned with their work.
A call center LMS creates a central repository for learning materials so that employees always have access to training. This helps them keep their education up-to-date and encourages loyalty to your company. You also avoid the time-consuming and high cost of turnover. And when you retain your employees, you ensure a more consistent and effective customer experience and better call quality.
Develop Learning Content to Address Gaps
Your organization has a mountain of information to share with your agents. If you throw everything at them at one time, they will be overwhelmed. Yet, they still need a well-rounded education to boost their success. So, the issue is figuring out what type of learning content you need to provide and when.
What type of training you offer should be directly related to your organization’s goals, resources, the individual’s needs, and the customer experience. This means you need to be able to develop and promote learning content that addresses skill and competence gaps. It is an ever-evolving process that requires you to conduct routine performance reviews and develop fresh, effective training that fits those needs.
A call center LMS not only helps you identify gaps in agent knowledge, but it helps you fill in those gaps with product and service knowledge, communication training, soft skills training, etc. This ensures that you do not fall into the trap of a stagnant workforce, but instead continually improve call quality and customer service.
Nurture Learning with One-on-One Engagement
Motivated employees want to contribute to the success of your organization. The problem is engaging your employees. 85% of employees are not engaged in the workplace.
By offering training with dynamic course content and gamification, you create an engaging and powerful learning process that is captivating and requires little effort from your team. This will help you engage your learners through compelling courses. And by adding exams, assessments, and certificates, you motivate your learners to become subject matter experts.
A call center LMS helps you create a better learning environment catered to their needs. You can ask your employees directly within the system to identify knowledge gaps and skills they would like to learn. By involving them in the learning process and asking for feedback on their own development, you make learning valuable and a priority from day one.
Measure Improvement with Reports
Through LMS training reports, you will be able to directly measure the impact that training has on your ROI. You can see how customer training reduces queries, how agent training enhances first call resolution, and more.
A good LMS provides you with a robust analysis and reporting features that provides information on learner progression, exam results, module completion, training histories, survey responses, etc. It is the data you need, right when you need it, so you can immediately assess and adjust training and the customer experience.
Incentivize and Reward Agent Improvements
Encouraging your call center agents to seek continuous learning is not easy. It’s challenging to make learning fun, interesting, and worthwhile even if agents understand how essential it is to exceptional customer experiences. A customer service LMS can offer incentives to encourage employees to continue learning and award prizes for hitting goals.
Gamification within your call center LMS can level up your employee engagement rates by adding gaming mechanics to the learning process. You can set clear goals and regular milestones, then reward learners along each step of the process with badges and points. At significant milestones, you can offer prizes such as a half-day off work to continuously promote agent improvements.
How an LMS Supports Remote Call Center Setups
One of the best features of a call center LMS is that it provides training on-demand. This means that even in a remote call center setup, your employees have access to learning materials anywhere and at any time.
This highly flexible approach, allows you to set training based on your agent’s schedules and needs. Through the LMS blended learning model, your team can choose between instructor-led training via webinars and online courseware. This means you can create the exact dynamic learning experience that you need, when and where you need it.
Scorebuddy’s LMS is a user-friendly, comprehensive learning and development solution. It offers contact centers the ability to deliver effective and accurate call center training through course management and a blended training experience. And it comes with a vast online environment ideal for dynamic and on-demand education.
It is training how it should be—all-in-one and fully integrated with contact center quality, customer sentiment, and learning and development. Features include:
- A blend of instructor-led training and online courseware.
- The ability to import SCROM and xAPI compatible courses.
- The ability to track and assess learners by creating and adding exams.
- Game mechanics, such as badges and points, to level up learner engagement.
- Easy and secure access with Single Sign-On (SSO) through SAML, Microsoft Azure, Google Suite, Okta, and more.
- Comprehensive LMS reporting to track user progression, exam results, survey responses, training histories, and much more.
Scorebuddy is a single platform solution for call center QA, a fully featured LMS, and a library of curated expert content. For more information on Scorebuddy, Scorebuddy LMS™, and Scorebuddy Academy™, visit https://scorebuddyqa.com.