How Effective Is eLearning For Call Center Training & Operations?

Have you ever tried searching for the keyword “Why eLearning?” Within seconds this phrase can generate 3,950,000 results. Online training is the much-needed and most impactful method of eLearning call center training based on educational statistics, attractive infographics, and accumulated perceptions.

Is eLearning For Call Center Agents Truly a Profitable Investment for Call Centers?

The call center industry is all about winning a customer for life by providing the best customer service, resolving queries, handling complaints, and giving them a memorable experience. This is what branding is all about. Call center operations demand employees be exceptional in soft skills, organizational goals, and technical skills.

Several interactive eLearning courses have been devised which are fun, easy to understand and have a major impact on call center operations worldwide. Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times. Let us consider some facts here:

• The eLearning market isn’t new but is now over 21 years old.
• The market has grown at 900% since 2000, owing to the pandemic.
• It is expected that by 2025, eLearning will reach $325 billion.
• eLearning in the customer services industry is growing at a steady rate of 15% each year.
• 90% of companies currently use eLearning, in comparison to only 4% in 1995 alone.

eLearning for call centers is generally based on predefined modules that can be completed individually or via moderated group eLearning. Let us learn how important eLearning call center training is today!

What Is The Meaning Of eLearning Call Center Training?

Call center training is not a one-time thing, instead, it is required for as long as someone works there. eLearning call center training is imparted whenever the products are updated or policies are changed. It is a great way to apprise and educate employees of call center about the changes in the organization without them having to deal with the discomfort of sitting through monotonous presentations or face-to-face classroom sessions.

eLearning training courses benefit everyone in a team – the management, supervisors, customer service representatives, WFM professionals, technical agents, employees handling calls, and staff dealing with compliance and clients. The need for Call Center eLearning arises when there needs to be an instant transfer of valuable knowledge to each learner.

Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing. Using focused, interactive, and game-based eLearning techniques, you can keep employees engaged regardless of role, managerial position, years of experience, or skill set.

Strategies To Use When Building eLearning For Call Centers

Managers must promptly and regularly demonstrate customer service excellence to reflect a positive business image. Employees must be confident and empowered to make bold decisions on the spot to care for their customers.

A call center employee needs to be trained in emotional intelligence, problem-solving skills, and empathy. Organization-based eLearning call center training includes compliance, legal texts, and health and safety procedures. eLearning can help bring them to life.

The effectiveness of Call Center eLearning training can be enhanced by using this highly recommended eLearning For Call Center Agents strategies:

Daily Quizzes	Daily quizzes with a series of correct answers that can be incentivized to further engage consultants in the learning process.
Game-based learning strategy	A highly engaging eLearning program to grab and keep employee attention including a plethora of eLearning For Call Center Agents tools that allow instructional designers to integrate interactive games, role-playing, competitions, and conjuring simulations.
Agent-centred learning strategy	All employees have unique learning needs. Develop Call Center eLearning personalized programs that amplify the strengths and eliminate the weaknesses of trainees. Encourage the overachievers to lead the team by example. Create an informal environment for sharing knowledge by holding “debriefing” sessions where even beginners can openly share their secrets
Displaying Advisor Training Progress	According to a study by Deloitte, 42% of employees say that they will probably leave because they don’t learn quickly enough. eLearning offers them the opportunity to view their progress because consultants can follow their completion rates in a series of different modules and see the progression they do in each area.
Work-context based training	Allow employees to see other agents in action and take advantage of off-the-field eLearning call center training sessions. Motivate them to learn by action or experience or complete evaluation forms. In this way, the training would be more meaningful.
A reminder of job expectations	eLearning call center training is critical to the company’s product, process, and system. The core call center curriculum revolves around products, their use, and benefits, troubleshooting product problems, and using systems and processes they support.
Focus on the “eLearning Experience”	Focus on the ” Call Center eLearning Experience” through images and visuals of products and services and voiceovers of interactions and consultant-client works.
Training system during onboarding	Introducing LMS – learning Management Systems during onboarding is an excellent opportunity that will incorporate eLearning call center training into their routine, leading to an organizational learning culture.
Learn to use tech.	Technology is constantly evolving and the technology used in call centers is no exception. Therefore, in order to provide the best possible customer service, staff must learn how to use this technology. The best way to make sure it is a real practice.
Involvement of Supervisors	Create eLearning call center training focused on the supervisor in which they actively participate and add their observations, knowledge, recurring errors, and best practices to the process of instructing. The superiors are SMEs in the real sense. Their contribution is precious to the formation of the call center.
Personalizing Advisor Learning & Development	Personalization of consultants Learning and personalization of development is important to create learning campaigns that learners can go through during learning and acquire more experience.
Offer free courses	YouTube is a great starting point for advice. Blogs and some websites also offer free eLearning call center training and short courses which can be recommended to employees.
Build on soft skills.	Improving soft skills is one of the most integral requirements of a call center operator.
Visual Guide	Having a visual guide, sharing screenshots, or an employer eLearning call center training video will help them write down the main points and surround their work area with the most important information.
Legal, Compliance, and Standard Processes	Regularly retrain on the following: quality assurance standards and objectives, planning and compliance standards, and scorecard expectations. This allows agents to adhere to business expectations over time.

Benefits Of eLearning For Call Center Agents

2 out of 5 Fortune 500 companies use eLearning solutions. Mobile learning is an important part of eLearning for call center employees which is forecasted to reach $80.1 billion globally by 2027. The corporate eLearning market is expected to grow by $38.09 billion between 2020 and 2024. These facts and figures simply demonstrate the relevance and advantages of Call Center eLearning and how beneficial it can be for the call center industry.

Let us look at some of the key benefits that call centers can derive from eLearning:

Increase Customer Loyalty

Customer retention is a key driver of business expansion. 70% of Fortune 1000 companies claim that a lack of skilled employees is the primary barrier to sustainable growth. This specifically holds for call center businesses where sales/customer service representatives are the “front lines” to improving customer relationships and building customer loyalty.

Call center agents to need to master and truly understand their role as a whole through eLearning strategies as the CRM initiatives taken by companies connect directly to their contact centers.

Simplify Customer Service Across Multiple Communication Channels

With the proliferation of customer communications through web-based channels, eLearning empowers agents with consistency, transparency, quality, and diligence. Call center agents are the human factor that connects and represent your business to the world of consumers. Whether it’s text-to-speech on the phone or typing on the web, customers still expect fast, efficient, and personalized service. Call Center eLearning helps in accomplishing this factor by apprising and providing eLearning For Call Center Agents on the same.

Accelerate Induction eLearning Call Center Training

Many contact centers hire part-time or seasonal staff for peak season to handle the increased volume of contacts. Bringing these employees to proficiency through induction training is expensive, time-consuming, and often a short-term one-off investment. Using an eLearning strategy can interactively guide consultants through all kinds of basic queries, testing them through gamification, and tracking their progress.

More To Multitask!

Call center operations are well-armed with well-trained staff, effective business processes, and the latest technological advancement to make businesses more efficient. eLearning For Call Center Agents focuses on more concise and more quality-oriented strategies to prepare the workforce and ensure that customers receive the consistent, high-quality service they expect.

Build A Culture Of Knowledge Sharing

Call Center eLearning techniques create a learning culture in which call center agents use the guidance of other team members, supervisors, and their own experience to make decisions. An eLearning platform can provide a community section that allows consultants to share their best practices.

Reduce Training Costs With eLearning

eLearning is an automated way to augment existing individual coaching and training sessions, and is 3 times more cost-effective than classroom training, especially as agents are becoming active participants in their development.

Identify Individual Skill Gaps

eLearning For Call Center Agents can track the progress of an individual and team. With the help of these eLearning call center training sessions, you can locate people with individual gaps for one-to-one sessions and refresher modules. This approach eliminates the frustration of training those employees who don’t need the supplemental summary and helps in reducing the waste of resources.

Focus On Corporate Communication And Professional Development

However, the merits of eLearning go far beyond training agents and improving skills. Contact center eLearning can serve as a communication channel that can be directed at your entire organization because of its impact on every employee.

Use eLearning To Focus On The Essential Call Centre Skills

Call center employees need to be well-equipped with common skills like empathy, technological advances, or intolerance of a toxic culture. Call center agents, need to be quick, communicate clearly, and stay ahead of the competition. So, let us see how Call Center eLearning helps in augmenting and brushing up core skills required for call centers:

Problem-Solving and Troubleshooting

Solving problems is handling a difficult situation or task that call center employees, face daily. The primary aim of employees should be to provide a first-time resolution to the customers that eventually results in total customer satisfaction. eLearning For Call Center Agents sharpens product knowledge and organization-related skills and educates the employees on the technique and strategy.

Empathy and sympathy

Can you teach these soft skills to call center employees? Call Center eLearning modules specialize in dealing with the problem with sensitivity and helping agents find a solution for both the business and the customer. This could revolve around interactive animated or game-based modules, wherein scenario-based eLearning call center training can be imparted to teach employees how they should act, react, and resolve customer queries with empathy and sympathy.

Knowledge

Call Center eLearning is all about spreading knowledge and doing something about customer problems. Beyond the philosophy, call center agents must know about the products and the company. Proper eLearning call center training on situations that customers can call for and resolutions that the agents can provide – makes the whole difference.

For example, if you run a call center on laptops, and the customer is frustrated with his laptop calling for a black screen issue. If the agent has no clue about the resolution, the call will end in generating a dissatisfied customer. Organizations need to promote eLearning For Call Center Agents techniques to enhance their knowledge and educate them on their product line and basic services. FTR or first-time resolution is the key here.

Communication

For call center agents, it’s an essential skill. Communication is not only about delivering a resolution, but also listening carefully to the customer, understanding his concern, empathizing with him, and then providing the apt resolution. This series leads to consumer satisfaction, Call Center eLearning modules focus on apt communication and the step-by-step procedure that leads to the perfect consumer experience.

Patience

This is one of the most fundamental aspects that is generally ignored in the corporate world. Call center agents are humans and dealing with countless problems of annoyed consumers can take a toll on their patience and mental health. Introducing Call Center eLearning strategies to help agents deal with such situations, and train them on how they should handle difficult queries.

Avoid These Mistakes While Formulating eLearning Strategies For Call Centers

While formulating and implementing eLearning For Call Center Agents, avoid the following:

Avoid A Mix and Match

Modern and smart eLearning is great for improving call center operations, agent soft skills, onboarding new employees, and ensuring compliance and knowledge input. Missing all of these and imparting eLearning call center training, considering the entire lot to be on the same page is a big mistake. Identify the right employee for the right kind of training he/she needs. It is important to keep follow-ups short but regular. Introduce micro-eLearning sessions for agents to consistently reinforce their learning, reducing the need for longer “follow-up” training sessions.

Avoid Expecting eLearning For Call Center Agents To Instantly Lead To Behavioural Changes

eLearning strategies are not magic – expecting agents to immediately imbibe the techniques in their behavior is a mistake You need to give them time so that they can combine learning with behavior change.

Avoid Ignoring LMS

Learning management systems(LMS) are a crucial investment that enables constant interaction, communication, resolutions, and engagement in call centers. Introduce systems and Call Center eLearning technologies that will engage agents, enhance their productivity and performance, and reinforce their knowledge.

The Conclusion: Relevance Of eLearning In Call Center Operations

It is not so difficult to provide customer service with a smile. Yes! It needs to come from within, it’s an intrinsic skill, and it is also a power that can be attributed to the right kind of eLearning call center training. Expecting call center agents to learn the most important aspect of business – i.e. providing the best customer service while sitting in long boring meetings and slide-show presentations isn’t fair in today’s world. Let your agents take the sessions through Call Center eLearning modules from the comfort of their respective devices, so they learn, inculcate, apply, and implement the most powerful strategies to deliver the best consumer support.

• It is no wonder that since 2017 when the global eLearning market was valued at $14.23 billion is expected to grow to $49.87 billion by 2026.
• eLearning For Call Center Agents has captured the entire globe. The Asia Pacific appears to be the fastest growing market, with eLearning revenue expected to grow 20% year-over-year. The United States and Europe represent over 70% of the global eLearning sector. 
• 41.7% of Fortune 500 companies worldwide already use eLearning and LMS systems to train their employees.

All you as an organization need to do is to trust your agent, create a personalized and influential eLearning For Call Center Agents development strategy, and communicate with your team effectively to inculcate the earning modules. It is an excellent opportunity to participate in Call Center eLearning for both staff and customers to make agents feel valued and motivate customers to keep coming back.