The Global Association for Contact Center Best Practices & Networking

"I instigate classroom training, self learning, and one 2 one sessions as required. Success depends on the type of training being conducted and the recipient. For example a Japanese staff member is more likely to benefit from personal coaching. Motivational training works best when conducted in groups as the energy generated encourages all."

"Primarily I conduct classroom-setting training. However, with recent downsizing we are beginning to do more eLearning modules. This allows us to communicate the same message but doesn't require us to impact service levels because agents can complete the training at their desk. I value the face to face interaction above all but we are finding the eLearning modules to be impactful with the appropriate follow-up."

"Classroom, instructor-led is the norm here, most delivered by the QA/Training staff and some (little) by supervisors and leads. I have developed and introduced several self-paced, web-delivered modules to good reviews. Level 2 post tests (cognitive, knowledge testing only so far) have shown training gaps to be corrected, resource/documentation gaps, and other resource issues to enable the agents both while learning and on the job. The strategy is to develop more self-paced modules with new products and technologies being introduced, followed by classroom and 1:1 reviews as needed. The infrastructure here includes a continuously updated Wiki with technical content provided by subject matter experts, and instead of duplicating that content in training, I seek to design training that directs the learners to use the existing documentation. This requires minimal training redesign to sustain the programs, with more focus on keeping practice and testing current than on actual content development."

"My team uses a combination of classroom, one on one, eLearning, and conference calls for training purposes. We find one on one to be more successful. Classroom learning meets some needs but adult learners typically prefer the hands on - work with me approach. This also allows for the respect level to soar."

"When I start with a new training group, I start my job by getting to know everyone closely. As I am the first person they meet at the bank it’s my responsibility to get to know them, to gain their trust and make them get used to the establishment. I also allow them to get to know me. To solve any prejudice they have in their heads, I always ask if there’s anything they want to know right from the start. After I have answered their questions, I begin my training by explaining in detail what I am going to discuss, why I am going to discuss these topics, in what time period I am going to discuss these and how I am going to discuss these.

Firstly, I have a 1-month long standard training program prepared for the new recruitment team. In this training program:

• A brief orientation presentation explaining the department and organization
• Product information (A detailed explanation of our banks products and workflows)
• Screen training
• After screen training, a call listening to give them experience in screen training
• Listening to sales calls tangibly, after sales training
• A written examination every day
• An example of the final simulation exam they do by themselves in the presence of a trainer.
• I give training to those watching over the final simulation exam.

I update this training program regularly with the reactions and feedback I get from every training group. Apart from this I definitely update my training booklet with each new procedure, workflows, and new product information and screen changes. I do these updates not at the time of training but at times when changes and innovation has taken place.
Different people prefer different learning methods. For example, while some trainees prefer to initially just take in the subjects, other trainees prefer to start procedures immediately. By knowing the learning methods of my trainees I can implement the preferred training method and gain better results.

For example, during training programs I sometimes perceive that trainees prefer to gain information by looking at a situation from a different angle, with sensitivity and from outside the usual procedures. This is why I have come to the realization that similar trainees display more success in situations where they are forced to come up with new ideas. For example, I could say that those who are successful in the brain storming sessions belong to this group. At other times I perceive that some trainees give more importance to tangible concepts and ideas and prefer to hear clear descriptions rather than implementation. These trainees prefer to listen at trainings and have time to process the information and knowledge they have gained."

"Agent training at 20-20 is an on-going process, however the initial training lasts about 3-6 weeks, depending on the skill level of the agent being trained. Typically, we have the agent sit in on actual customer training sessions (in-person or on-line) to better understand our end-user's needs and workflow. In between these trainings, they will sit with other agents taking calls, listening into and taking notes on how the customer responds and how we respond to them. After the initial training period, I can't stress enough how important ON-GOING training on new or even lesser-known parts of the software. We even like to give enough information on our competition so that when questions arise from customers we can quickly address them. 20-20 also strongly believes that internal cross-training in other areas of the company is a critical part of life here and is even measured on annual PMPs."

"This is dependant on the type of training that is required. Training should be flexible due to the different learning types, the environment selected for the training should meet the learners needs. Therefore it is important to profile the learner before venue or methodology is selected."

- Ranay Chetty, Training Manager, Rewards Co Contact Centres, South Africa

"We do the training in a classroom setting wherein the trainees are given manuals & we do the training using PowerPoint slides, games, and we have very extensive discussions and mock calls, too."

"Classroom PowerPoint based training, white board and lecture style, includes a lot of activities, anecdotes and examples"

"The best approach is multi-pronged."

"Mostly in the classroom, but one to one with supervisor and also one to one with others in case of need.
I often use role plays, other person's view exercises, surveys and some games to motivate and help them to understand how it is to be a CC employee and explain the views of customers. Sometimes I change roles and behaviors to help them understand some details. This can be also explained as real world experiment."

"Both one on one for specific tasks and classroom situations for multiple students. My preference for style depends on who and what I am training."

"In our call center, all new-hires will go through a series of classroom training. Once on the call floor, they will attend about 2-3 sessions of Call Calibration with their team & if they did not achieve more than 60% QSI for the week, they will need to attend the 1-1 call coaching session. Methods work differently for different scenarios. For re-fresher & soft-skills improvement, Call Calibration works best. However for recurring errors, non-improvement individuals and/or most of the time attitude-related issues 1-1 would be better."

"7 days a month --> in a classroom with few visual aids but mostly lots of group discussion. Other than such planned/scheduled 7 days, one to one coaching on daily basis. For me, classroom session works best and gives better results."

"I train in various ways: classroom setting (with 8 computers so people can do hands-on, or watch me demonstrate, and then they can practice); one-on-one coaching; and I have questions with answers on our How Do I? Section of the firm's intranet. I am also in the process of preparing e-learning modules using Captivate to post up on the Intranet for "on the spot" training"

"Mostly in classroom, with real case role play & call sharing"

"Classroom training and one on one coaching based on individual monitoring results.
Both sometimes includes role playing."

"Classroom training with all the systems required and ample material to facilitate training, with some real time scenarios which can be taken as examples to provide a better understanding on process and its intricate details. Hands on experience on system/software training helps trainees to get better equipped with all the know how which has to be exhibited while on production floor."