How Customized Trainings Can Improve Contact Center Performance

Sitel Group Staff - March 30, 2018

Do you remember being younger when going to class meant hanging out with your friends, reading the same material as the person next to you and listening to the same lecture from the instructor? It didn’t matter your culture needs, or whether or not you learned at the same pace as the person next to you. Ultimately, you had to keep up with the material in order to pass the class.

For years, companies instilled that same teaching and classroom methodology, no matter the person’s professional experiences, previous work environments or even language barriers. And for many organizations, this hasn’t changed.

This off-the-shelf training has become irrelevant as companies have seen how poor training can lead to lower graduation rates, higher attrition, and lower NPS scores.

Customized training, a solution where content and format is adapted to the learner, can deliver higher first call resolution and better engagement metrics, which can positively impact customer satisfaction.

customized trainings for improved contact center performance

One Size Does Not Fit All, and Neither Should Your Contact Center Agent Training

Research shows that less than 15 percent of learners apply the skills from their training on the job. This leads to their inability to absorb the right content that can make them truly effective when talking to a customer.

Today, our contact center agents personalize their interaction with customers in order to deliver memorable experiences. The process is similar to receiving personalized recommendations from Amazon.com. Customized training programs, based on the person’s personal profile, individual goals, strengths and contact center opportunities, can ensure an agent’s knowledge and performance can help in delivering memorable experiences.

For example, agents can be segmented and matched to their training needs based on product knowledge and past experiences. Training activities can then be pushed to select groups based on need and necessity to their role.

By taking into consideration each individual’s expertise, skill sets, and learning abilities, the training curriculum can deliver personalized training programs to keep your agents actively engaged and delivering on your business metrics.

Customized training solutions is an important aspect for the future of learning in any environment. That is why it is among Learning Tribe’s 10 Learning and Development Trends for 2018.  If you haven’t checked it out, download the infographic and see what other learning trends are on there.


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