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Tip #12 : Effective Training Feedback

Tip #12 : Effective Training Feedback

[fa icon="calendar"] Nov 22, 2012 10:47:52 AM / by Briana Songer

Briana Songer

Feedback is a vital aspect of Call Center training. If effectively communicated, it helps learners transform their performance. Especially when they feel they have the support to learn from their training experience.
Giving feedback during training is especially critical when it comes to analyzing and improving overall agent performance. It can be a challenge to make it timely, constructive and well-informed. PlayVox learning has incorporated feedback tools for all stages of the training process where the supervisor/training manager is engaged to help their team and improve training results.

Feedback is a vital aspect of Call Center training. If effectively communicated, it helps learners transform their performance. Especially when they feel they have the support to learn from their training experience.

Giving feedback during training is especially critical when it comes to analyzing and improving overall agent performance. It can be a challenge to make it timely, constructive and well-informed. PlayVox learning has incorporated feedback tools for all stages of the training process where the supervisor/training manager is engaged to help their team and improve training results.

Context

The learning tool lets supervisors create their own courses, classes and quizzes. When creating the quiz, the Supervisor can give feedback about each question. Meaning, if the user taking the test happens to answer the question incorrectly, the supervisor will see the incorrect answer and will have the option to send the user a quick note giving more detailed information about why the question was correct etc. This provides timely communication to help the learner understand the solution while the question is still fresh in their mind.

Background

Collecting and visualizing training analytics is a crucial step to help discover a learning gap within your team. The PlayVox analytics tool lets you visualize your classes, quizzes, courses, detailed results and measurements to help determine a well-informed response. Each will provide you the specifics of overall or individual results, giving you the content needed to effectively provide feedback.

Explanation
After gathering your training observations it's time to send your message. If, for example, a select amount of agents scored poorly on a quiz, PlayVox lets you narrow down the agents who have participated and allows you to privately communicate with them, giving you the opportunity to suggest other training material and tips.

The feedback tool is easily accessible to supervisors and lets them quickly communicate with their team throughout the training process. This simple feature improves and educates communication between the supervisor and agent. This acknowledgement not only leads to higher morale, but it will help you target train for increased performance.

Context

The learning tool lets supervisors create their own courses, classes and quizzes. When creating the quiz, the Supervisor can give feedback about each question. Meaning, if the user taking the test happens to answer the question incorrectly, the supervisor will see the incorrect answer and will have the option to send the user a quick note giving more detailed information about why the question was correct etc. This provides timely communication to help the learner understand the solution while the question is still fresh in their mind.

Background

Collecting and visualizing training analytics is a crucial step to help discover a learning gap within your team. The PlayVox analytics tool lets you visualize your classes, quizzes, courses, detailed results and measurements to help determine a well-informed response. Each will provide you the specifics of overall or individual results, giving you the content needed to effectively provide feedback.


Explanation
After gathering your training observations it's time to send your message. If, for example, a select amount of agents scored poorly on a quiz, PlayVox lets you narrow down the agents who have participated and allows you to privately communicate with them, giving you the opportunity to suggest other training material and tips.

The feedback tool is easily accessible to supervisors and lets them quickly communicate with their team throughout the training process. This simple feature improves and educates communication between the supervisor and agent. This acknowledgement not only leads to higher morale, but it will help you target train for increased performance.

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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