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What makes a great training strategy

What makes a great training strategy

[fa icon="calendar"] Nov 20, 2012 7:11:20 AM / by Briana Songer

Briana Songer

If you're going to achieve success within your Call Center...
It's fundamental you strategize a training program. Studies have shown that a successful strategy means boosted productivity and decreased costs. Every organization is different, meaning a program needs to be established with careful planning and direction. Check out the following tips to help you create, deliver and measure for a great training strategy.If you're going to achieve success within your Call Center...

It's fundamental you strategize a training program. Studies have shown that a successful strategy means boosted productivity and decreased costs. Every organization is different, meaning a program needs to be established with careful planning and direction. Check out the following tips to help you create, deliver and measure for a great training strategy.

What should you include?

A successful training program can sometimes determine the success of a call center. When planning, you must not only think about cost, but demonstrate the added benefits for the company as a whole. Some key details should be considered when starting out...

  • Support- Involving your managers and other team members is key when in the midst of planning. First, it holds them accountable to follow and coach their team with what skills they've learned and second, it increases communication and feedback between the workforce.
  • Objective- When designing and developing the program, you must support it with your main business objectives. This not only helps maintain consistency, but it supports management when it comes to company resources and expectations. Staying in-line with company objectives helps motivate the training participants to learn.
  • Meets your needs- If the training isn't related to overall call center needs, such as help with skills and knowledge to improve performance, the plan will fail. Correctly identify your needs and integrate it with your strategy.

How should you create it?

There are various approaches that you can take when designing a program, but be sure to include the following:

  • Who- Is it a person, a team or the center as a whole that needs training?
  • Where- Offsite? On the job, or in the call center?
  • Coordinator- Should it be with an internal or external trainer?
  • Style and Content- Should the training be adapted to all learning styles? Or should it be developed in-house or bought outside the center?
  • Evaluate- How are you going to measure the training success?
How do I put it in action?
It takes time to create a training, so make sure its implemented and then evaluated properly. After a training is handed out, give out evaluation forms to get some feedback about the aspects of the program. Then, collect and analyze the training reports to get a grasp of their overall learning experience. See if participants are actually using the training material on the job. Then check out the overall metrics and ROI and carefully make your decisions based on the feedback and metrics. You can then determine if there needs to be a change in the material, instructor, content etc.
Happy Training!

What should you include?

A successful training program can sometimes determine the success of a call center. When planning, you must not only think about cost, but demonstrate the added benefits for the company as a whole. Some key details should be considered when starting out...

  • Support- Involving your managers and other team members is key when in the midst of planning. First, it holds them accountable to follow and coach their team with what skills they've learned and second, it increases communication and feedback between the workforce.
  • Objective- When designing and developing the program, you must support it with your main business objectives. This not only helps maintain consistency, but it supports management when it comes to company resources and expectations. Staying in-line with company objectives helps motivate the training participants to learn.
  • Meets your needs- If the training isn't related to overall call center needs, such as help with skills and knowledge to improve performance, the plan will fail. Correctly identify your needs and integrate it with your strategy.

How should you create it?

There are various approaches that you can take when designing a program, but be sure to include the following:

  • Who- Is it a person, a team or the center as a whole that needs training?
  • Where- Offsite? On the job, or in the call center?
  • Coordinator- Should it be with an internal or external trainer?
  • Style and Content- Should the training be adapted to all learning styles? Or should it be developed in-house or bought outside the center?
  • Evaluate- How are you going to measure the training success?
How do I put it in action?
It takes time to create a training, so make sure its implemented and then evaluated properly. After a training is handed out, give out evaluation forms to get some feedback about the aspects of the program. Then, collect and analyze the training reports to get a grasp of their overall learning experience. See if participants are actually using the training material on the job. Then check out the overall metrics and ROI and carefully make your decisions based on the feedback and metrics. You can then determine if there needs to be a change in the material, instructor, content etc.
Happy Training!

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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