Using On-Demand eLearning To Correct Costly Agent Errors By Henry Lach, Syntora Inc.
A new model in eLearning known as "on-demand" is emerging from the traditional method of agent training in call centers. Most eLearning is on a scheduled basis designed to train agents in topics ranging from new procedures to how to handle unhappy customers. On-demand training affords managers the ability to automatically dispense short eLearning courses whenever individual agent performance metrics fall outside a pre-defined threshold. Therefore, agents receive highly targeted training designed to remedy their unique performance problems on a "right now" basis.
This "fix it now" approach to improving agent performance can be used as an adjunct to scheduled eLearning to help improve overall call center performance, decrease agent turnover, and leverage a call center's existing investment in eLearning technology. On-demand eLearning provides a cost-effective method for enhancing agents' skills. As an extension of scheduled eLearning, on-demand targets training designed to strengthen an individual agent's areas of greatest weakness. It can correct agent performance problems before costly errors impact the entire call center operation.
On-demand eLearning automatically delivers the right information to the right agents at the right time. It can be activated when an individual agent has a problem such as:
- Average talk time increasing by more than 20% over a two-week period;
- Month-to-date utilization falling below a minimum standard;
- Quality monitoring scores falling below a minimum standard;
- Low sales volumes;
- Poor promises-kept ratios;
- Or any agent-specific metric that is being measured within the call center.
If an agent fails to meet the thresholds set by the call center manager or supervisor, an on-demand eLearning system can issue an alert advising the agent that he or she is out of compliance on a given task and must take a five-minute remedial training course to address the problem. The system can also be configured to instruct the agent on when to take the course.
On-demand eLearning systems have different features, but they all require four components that work together. These are:
- Electronic-based educational material typically developed by the training manager for delivery to an agent's desktop;
- Software that organizes eLearning content into re-usable courses, assigns courses to agents, and then reports on their eLearning activity including quiz scores;
- Performance analytics software that gathers all the performance metrics from the various telephony, business, call monitoring and scheduling systems upon which the call center operates;
- Rules engine software defined by managers that will trigger content delivery and then instruct the system which content to deliver when. Additional rules can be developed to alert the agent or training manager if the problem persists.
One primary benefit of on-demand eLearning is that it can help offset problems caused by the reduction in training being experienced by most call centers in an attempt to reduce operating costs. By serving as a virtual coach, on-demand eLearning can become a valued savings to financial and personnel resources by eliminating the need to increase staff to manually intervene in agent training. It also reduces both agent turnover and the costly process of training new hires.
The net result is cost savings to corporate budgets and increased customer service.
Henry Lach is president of Syntora Inc. (www.syntora.com), a provider of agent productivity software for contact centers.