Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume V, Issue 4

Date: April 1, 2004 - Training Today

Market forecasts for training had revenues just over $415 million in 2001, with the growth rate increasing at a compound annual of 19.2% over the next five years, to be worth nearly a billion dollars by 2006 (IDC Study, 2002).

I'm happy to report that live classroom training is still the most common delivery approach. In a recent report, 97% of trainings are still classroom sessions, trainer led. It's very telling that live training still rules the contact center. Analysts say it's the method of choice because live instructors deliver something other methods can't: Instant feedback and flexibility. Role playing and real time interaction is essential to get reps to think.

Some of the secondary benefits from classroom training is having the team together for a period of time, interacting with each other (not just at ballgames or social outings), learning from one another, establishing respect and rapport for each of their unique personality styles, and synergistic contribution to each other, the team, and the center. Live sessions also provide an excellent venue for brainstorming challenges.

What are the necessary components for an impactful training series?

1) Customization of courseware relevant to the center and its various applications. But that's not enough…

2) A knowledgeable trainer experienced at facilitating, motivating, and inspiring participants. And then…

3) Delivery over time. Training is a process, not an event. Research shows that retention is heightened when programs are presented over time.

We hear much today about e-learning and it certainly has its place. We believe it's best when teaching knowledge of products, systems, hardware, software, tools, protocol, rules, regulations, and the like. It provides a great resource/source available at the CSR's fingertips and, of course, is self-paced. However, be aware that some employees are not self motivated, and it could become challenging.

The bottom line? A combination of traditional classroom and e-learning will give your CSRs a well rounded knowledge base, and the opportunity to practice what they learn in a safe, non threatening environment with their peers, guided by an experienced facilitator.

QUOTE OF THE MONTH: Education's purpose is to replace an empty mind with an open one. Malcolm Forbes

© 2004 Human Technologies Global, Inc. All rights reserved

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