5 Factors That Hinder The Success Of Training Programs In Contact Centers

Many contact centers utilize training to prepare their representatives and make sure they are equipped to communicate with customers and resolve their concerns.  Time, effort and funds are invested in training programs, trainers and training facilities.  As such, it’s imperative to ensure that the training effectively prepares employees for their jobs and guides them into becoming excellent representatives.   

Avoid the following factors that prevent your training programs from succeeding:

• Vague objectives and lack of desired learning outcomes

Begin with the end in mind.  This concept is undeniably true when launching any training program.  Your curriculum should be based on what you’d like to achieve as a result of the training so that every step you take helps you reach this goal.  If the objectives are not met, then you would know that changes have to be made either in the program, methods or objectives themselves.    

• Unsuitable training environment

Trainees will not be able to concentrate if their environment is not conducive to learning.  Having a large class size, for example, is not ideal because in this situation, discussion is limited and the method is constrained to lecture types.  Another thing to consider is if the training room makes trainees feel uncomfortable, with poor lighting and insufficient ventilation.  Noise and any distractions from outside the training area should also be avoided.       

•  Obsolete or lack of resources

The training materials should be up-to-date and there should be enough for all participants.  The presentations and handouts must be as close as possible to what is used in the operations area so that learning from training is easily transferable to the workplace.  The equipment, hardware, and software you use also need to be current and fully functional.   

•  Training is conducted only through lectures

Although lectures are a necessary part of training, it should not be the only method used.  A variety of strategies can be utilized to keep participants interested and to ensure that relevant skills are learned.  It’s best to make the bulk of the training focus on discussions that engage the trainees and exercise sessions where the trainees can practice applying what they have learned.  

•  Lack of assessment and follow-up

Assessment is vital for any training program as it helps you evaluate whether the objectives were met or not.  By evaluating your participants’ learning, you can determine the effectiveness of the training program and pinpoint possible causes of success or failure.  You can also get feedback from the trainees themselves on how to improve the program.

If you want your training programs to succeed and your investment of time and resources not to be put to waste, take note of these factors and take steps to overcome them.  When outsourcing your customer service, be sure to partner with a contact center who provides quality training programs.  Taking You Forward, a contact center in the Philippines, believes in training representatives to prepare them fully for their jobs.  Contact us today.    

Source: http://www.takingyouforward.com/blog/5-factors-that-hinder-the-success-of-training-programs-in-contact-centers/

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