6 Steps to Deliver Super Sticky Results from Your Call Center Training Programs! - Customer Service Talk - ContactCenterWorld.com Blog
In this last of a 3-part series I’m sharing the final two steps to creating training programs that really STICK, that deliver results that help you achieve your goals. If you missed the previous steps, use these links to catch up on some great information!
Read Part-1 Here.-- Read Part-2 Here.
Also don’t miss the promised free checklist to make sure you are on track for the stickiest training! You‘ll find that information at the end of this post.
Step 5: Effective Follow-Up Plan
“The best laid plans of mice and men oft go awry.”
This step is often where the best delivered training falls apart. There is no follow up plan! An effective follow up plan has two components.
First schedule an interval of performance checks after you rep has returned to the live environment. This means find a way to observe your rep doing exactly what you asked them to do. For example, if you just trained a new process go into your system and check a couple transactions to see if they were completed correctly. Or perhaps you trained a new soft skill, then listen to calls to ensure they are using the new concept. Then report back to your supervisors or coaches to provide additional coaching when required.
Why are performance checks important? Because reps don’t always embrace or understand the new process.
The second component is to provide positive reinforcement. In most cases you are asking reps to learn a new process, which is much like learning a new habit. It is so easy to fall back to the old way. Positive reinforcement encourages your rep to keep working the new system until it becomes easier to do it the new way than the old way.
Step 6: Measurements to Spot Gaps Down the Road
It’s a bit like the child’s game of telephone. One person gets off track from the new way of doing business. Someone overhears them and wonders if they missed something and starts copying the wrong process. Then a new trainee sits with the second person and learns how to do it wrong. And suddenly you are 3 months down the road and your training investment has disappeared.
The time to make sure you have a long term plan to spot knowledge gaps is at the time you are designing the training. Do you need to add something to your QA definitions? Is there an automated audit report that you can use? It doesn’t have to be complicated to work, your goal is to know that the training transfer is slipping before it completely fails. Then you can quickly right the ship with very little additional investment.
Are You Serious About Changing Up Your Training Program?
Publish Date: February 12, 2016 5:00 AM
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