Put the lean forward agent training into action
In a safe environment for the new customer service agent training is the best, the environment can make they learn by doing, make a mistake, ask questions, find out how to solve a problem or task independently. We recently Shared an article that provides prospective learning cases for agency training. In this article, you will learn what it looks like in action and why active learning creates more competent, more efficient agents.
We found that the use of active learning method to train a new type of agent is more quickly adapt to the environment, and tend to be longer to stay at work, because their expectations are set in the experience of training environment.
Tradition and lean learning
Traditional training is trained by coaches, trained by the trainer, not the learner’s training. Traditional training is the classroom teaching of teachers in the field, which is a passive experience for learners, and when the course has been proposed, it is over. Traditional training is hard to scale and expensive. Quality indicators are usually introduced at the end, which will break them off from the process and tasks they are learning. This results in not setting expectations properly during the training period.
One of the biggest limitations is that traditional training is based on the idea of training. However, reading or hearing about something is not as alive as it has been. Active learning converts content into activities that the agent can interact with, not through listening. When people participate, the energy and excitement in the room is much higher.
Based on content rather than the traditional training activities include many agent can access information on its own, because the information is not interactive, and/or agents and the activities performed in a work, such as company history. There is a great deal of excess information in classroom training that is not very useful for job performance.
Active learning is learner-led and can be done in class or online. Learners to lean forward, participate in the “how” of interactive content, by review of case studies, and media participation system training, and watch the expert interview, in order to “problem solving” and complete the tasks assigned to them.
Quality indicators were introduced from the beginning, by making the agents can simulate the call rate to set expectations, as customers to experience the call the other party, and use the quality investigation to rate the call. Blend in the culture of your company training for representatives to create real attractive business is very important, because they have a good knowledge of the customer, and can expect their experience of the company. By incorporating culture into the learning process, agents will be better prepared to provide services that meet or exceed quality indicators.
Collaboration is a key component of active learning, allowing agents to share screens, teach each other learning content, use training materials to participate in games, and participate in role-playing. Dynamic learning environments create communities among agents that promote knowledge sharing among peers. Moreover, as the environment is online, as the skills of the agents continue to improve, learning can continue continuously.
Simulators provide proof of concept
While the overall training curriculum reform may seem like a daunting task, iterative adjustments can provide conceptual validation through actual performance effects. The simulator provides an opportunity like this.
Simulators are used to get as close to real work scenarios as possible, enabling agents to experience tasks as they would in a production environment. As the learner shifts to the worker, the simulator reduces the learning curve and improves the confidence level. Provide simulators on line, shorten the time of class deployment, increase the number of trainees and class, and speed up the implementation schedule. New proxies are also growing faster.
Emulators can be used to replicate the most common transactions that new agents will perform. While this is not a “real” system, the emulator will achieve an 80% degree of similarity with the actual system and the actual situation by using the fake account data. The use of fake data also speeds up the deployment of new classes because the content is reusable and the room does not need to be reset.
Due to the practical operation provided by the simulator to help them become more proficient in handling dispute cases, the agent can be better converted to on-the-job training (OJT). Trainees are also better able to connect processes to systems because they get more practice through practice.
It is important to note that the simulator does not apply to the game of training. Gamification often helps agents learn information. Simulators are about helping agents to learn and how to best deal with situations in their work by replicating the real environment. Gaming can help agents to understand the company’s products or improve specific skills, but for based on content, activities and reflection of the real world training, as the agent turned to nesting and to make the transition to production, the simulator will have a better effect on proficiency and performance.
From simulation to actual results
In the real-world contact center training scenario, Sykes customers found that the average maintenance time (AHT) created by A new agent with A lack of system experience was up to 1,232 seconds and 516 seconds. No secret service agent encountered the predicted AHT during nesting.
The simulator is set up to improve the system proficiency of the agent. After the simulator deployment, 70% of the agents encountered the predicted AHT during nesting. The AHT operating in the focal point was reduced by 42 per cent and customer retention by 58 per cent.