E-learning has spread its wings in almost every field. For an understanding of how to use E-learning in the call center environment, it is necessary to examine the differences between digital learning and traditional e-learning first.
In most cases, e-learning consists of pre-defined modules. For instance, call centers will most likely offer e-learning modules on compliance. Digital learning, on the other hand, comes from many digital sources. For example, one can consider digital learning when they learn something from a page on Instagram.
One can complete E-learning modules for call centers either individually or in a small group setting. For example, an instructor at the front supervising learners and learners using PCs. Individuals can learn in the digital age from any device and from anywhere. Following is a list of ways in which we can leverage both digital learning and e-learning for call centers.
Systems and Processes
It is not uncommon for call center advisors to handle many different kinds of customer inquiries. Whether it’s dealing with complaints, stock inquiries, or updating customer info. Each has its own specific procedures to follow.
Having a visual guide of how to answer common contact queries could be a great use of e-learning. For this, you can perhaps include images, media, and audio clips. Through this feature, advisors will be able to explore different systems. And as a result, respond to customer questions more easily. In the case of well-designed e-learning, it can speed up the time it takes from introductory training to becoming proficient. Besides being interactive, it may also assess advisors’ knowledge. Quizzes can help determine who needs more training and ensure they’re ready to move on to the next step. By doing so, you can enhance tailoring learning and development.
Introducing advisors to new systems and processes via e-learning modules can be beneficial. Since the modules can serve as refresher courses. The quality analyst can ask the learner to run through a module again if they find the individual has difficulty in a particular area. So there is no need for classroom training.
Product Knowledge
Classrooms are excellent places to get soft skills. It is sometimes difficult to conduct a product knowledge training session that is engaging for even the best trainers. You can eradicate telling participants in a PowerPoint presentation that they have to memorize the names of some products. E-learning can engage learners to remember the names and give them an individual test to know if they have acquired what they are taught. A great way to engage participants in this process is through gamification. For instance, you can use e-learning to design games. Such as the “matching game,” in which learners have to match a product’s name with the image associated with it.
Legal, Compliance, and Standard Processes
Though there are many subjective aspects of the advisor role. Such as emotional intelligence, problem-solving skills, and interpersonal skills. Some learners may not be aware of certain things.
Among these are the compliance process, legal policies, and workplace safety procedures. The risk is boring e-learning content that involves clicking on the next slide, or reading pages of text. As a substitute, you can use animation in an e-learning course. And add audio, games, and other interactive elements to keep learners interested. A major problem with compliance e-learning is the repetition of the same boring and flat modules every year without updating or refreshing the content. The creative use of e-learning can contribute to fulfilling these learning goals.
Test results will allow you to determine whether learners are knowledgeable about certain topics on an individual basis. It is also possible to use e-learning to ensure that every employee is familiar with all the key regulations. Through the employee training software, employees are able to track their performance on tests. By analyzing the results of these tests, you will know which employees are knowledgeable about which topics.
Enhancing Soft Skills
Classrooms are best for learning skills like communication, listening, and interaction by participating in discussions, asking questions, observing, and practicing. Yet, you can use E-learning before or after starting the work to support the employees. We can include topics on communication in e-learning modules. Add examples and audio/videos showing how to use gestures, conversation, and language effectively during communications.
Using eLearning we can provide listening skill quizzes, scenario-based exercises to foster empathy, establish relationships, and practice sales skills. A digital solution can also involve the use of online classes, discussion groups, after-class exercises, or self-directed learning.
Also, e-learning can assist in developing leadership skills. For example, training on “how to adapt to changes” before the classroom meeting can help prepare the group. Instead of passively listening to the trainer, the group will discuss and apply the theory together.
Examples of digital learning-friendly soft skills knowledge include:
- Leadership Skills
- Personality development
- Communication skills
- Teamwork
- Problem-Solving Skills
- Work ethics
- Flexibility/Adaptability.
Technical Skills
Call center employees can use e-learning to learn technical skills that may extend well beyond their normal duties. Technical skills may include everything from resource planning and forecasting, to leadership theories and project management methods. Adding these optional modules can offer learners a glimpse into their potential. It will also allow the call center to identify who may be the best candidate for promotion. Someone who is good at interacting with customers may not necessarily be a great leader. With e-learning, you can test employees’ ability and potential for career development.
Induction Training Modules
Induction training can also be aided by integrating e-learning with classroom instruction. In which we can present and practice the modules outlined above. In this circumstance, eLearning offers the benefit of allowing new employees to complete their learning at their own pace. And thus, allowing them to receive recognition for their achievements. You can motivate the learners by using leaderboards, points, badges, and certificates.
Conclusion
As of now, reviewing the learner’s interaction through calls, chats, and emails with individual coaching is still the most effective method for understanding your employees’ skills. It can also be very beneficial to use experienced peers as coaches. Because employees perceive that the coach’s experience is relevant to their situation. The digital learning industry is experimenting with virtual reality headsets and games to simulate real-life scenarios, but it is still a fairly expensive technology that is still making its way into call center training and development. But apart from that, there are various advancements in E-learning that make it a convenient way to provide learning.
