Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for.
And that’s a huge problem. After all, you have to make sure you’re delivering the type of customer experience that keeps your audience satisfied and willing to come back. Otherwise, buyers could switch to a competitor offering stronger service for their hard-earned money.
One major aspect of keeping your call center team performing at its best is training. Educating your staff on proper techniques, customer engagement, prioritizing tasks etc. will help them grow. But this can become complicated if you rely on outdated or ineffective methods.
That’s why a quality LMS (Learning Management System) is so important. Let’s take a look at 7 benefits of using an LMS in your call center to up your workforce’s game.
#1. Target Learning to Each Employee
Research reveals businesses spend billions of dollars on training per year across the United States, but a lot of this is wasted due to a lack of proper planning and identifying key needs.
One of the biggest obstacles to valuable training is poor management. As a manager or team leader in a customer service-focused environment, you have to implement learning content suited to employees based on their role, responsibilities, personal performance and goals.
With a quality LMS, you can help to create and distribute content targeted to specific agents for a more effective approach to education.
#2. Track Progress of Training to Maximize Effectiveness
Your employees’ learning has to be an ongoing process. You can’t just subject them to a dreary three-hour training session when they join your call center and expect them to be model workers for the rest of their time with you.
Instead, learning should be continuous and (as we’ve already ascertained) tailored to each employee. With a good LMS, yourself and other managers or team leaders can track workers’ progress via performance dashboards. These are designed to be user-friendly and display each employee / team’s development in a simple visual format.
This makes it much easier to see which workers are growing and which could benefit from closer attention. For example, HR departments can use tracking to organize further training and help people expand their transferable skills all from one platform. They can stay on top of which employees have access to certain areas of your LMS too.
#3. Align Service Standards with Customer Expectations
Your customers expect a certain level of experience when they reach out to your call center, whether through phone calls, live chat, email or another channel. If they don’t receive the respect and efficiency they’re looking for, they might go elsewhere.
And your reputation could suffer too, as dissatisfied consumers tend to tell between nine and 15 fellow buyers about poor service. That means aligning your service with your audience’s expectations is vital.
Gather feedback after interactions to determine how effective employees’ performance is, and use this to inform your learning content. What are the main problems affecting customer experience? What can you do to help avoid them?
Using an LMS to distribute learning content and monitor progress alongside an ongoing quality assurance program helps you stay on top of your customer service. You’ll be less likely to make mistakes or clumsy oversights that cost you money in the long run.
#4. Increase Workforce Engagement
You want employees to feel engaged by their work and to care about delivering a satisfying customer experience each time. It’s hard to do that with generic, cookie-cutter training.
Instead, use an LMS for your team to train employees according to their strengths and weaknesses. Your workforce will have access to the learning content best suited to their abilities and targets, driving them to perform at a higher standard.
This is ideal when you implement a rewards program too: you’ll be able to equip agents with the skills they need to smash targets and recognition awards for their hard work. As a result, they’ll have more motivation and passion for their duties than ever before.
#5. Implement Learning into Everyday Work Routines
Making learning just another part of your call center’s daily operations is a smart way to help employees feel engaged by training. It’s not another endless meeting they’re forced to endure every six months or so. It’s not about being given an e-book that rivals War and Peace in size to wade through.
No — with an LMS, learning is far less daunting and much more accessible. You can send learning content directly to employee workstations, so they’ll develop their skills without leaving their desk. It’s convenient and simple.
You can utilize quizzes to test their knowledge in an interactive, fun way too.
#6. Increase Training ROI
Even for call centers with a sizeable amount of funds to invest in employee training, every dollar spent has to be accounted for. Tossing big bucks at ineffective learning processes can leave you without the satisfied customers you depend on and less money to channel into other areas of the business.
Managing learning through your LMS increases your training ROI by reducing the amount of cash wasted on low-value learning and helping employees keep your audience happy. That can lead to better retention, stronger reviews and — hopefully — more money flowing into the business.
#7. Simple to Make Changes
A good LMS allows for fast, simple changes over time. Managers and team leaders should have the freedom to amend learning processes in response to customer feedback or emerging obstacles.
Changes should be discussed carefully and be based on hard data, but implementing them has to be easy. That way, your employees’ training stays fluid and focused according to up-to-the-minute performance results.
That’s it — 7 great benefits of using an LMS in your call center.
As you can see, investing in a quality Learning Management System has the power to impact your business’s performance in a number of ways. Specifically, increasing employee engagement, knowledge and competence over time, leading to a better customer experience overall.
Integrating a cutting-edge LMS into your everyday processes is easy to do, especially if it’s part of your QA software. Make sure to keep all employees updated on the new system and its purpose, to acclimate them to it as soon as possible.
What benefits has your LMS brought to your call center? Let us know below!