inContact eLearning
Make Call Center Agent Training a Priority
Keep your agents informed without sacrificing your call center's customer service levels.
Most call centers have goals to improve customer satisfaction, reduce call escalations and minimize the cost per call. Meeting these goals requires increased agent performance through improved new call center agent hire and ongoing call center agent training programs. Yet training is often delayed, canceled or never scheduled due to cost restrictions or productivity concerns.
The inContact on demand call center software provides the complete agent training solution: push targeted, prioritized training, communications and testing directly to the agent’s desktop during dips in call volumes with RightTime™ technology through inContact eLearning™.
inContact conducted a survey of over 500 call center professionals to better understand their priorities and challenges when considering call center agent training. Here is what they said:
- 27 percent of call centers do not schedule training on even a monthly basis
- Over 75 percent of call centers schedule two hours (or less) of training per month
- Cost concerns: double staffing to cover phones, training facility expenses, and travel for remote (work-at-home) agents
- Productivity concerns: scheduled training is canceled to protect key metrics (queue times or average seconds to answer)
As more agents work from remote locations, training has become a unique challenge. It quickly becomes too costly to bring agents in from remote locations. Live web instruction is difficult to manage and has limited accountability.
inContact eLearning enables you to deliver training, communications and testing directly to agents anywhere over a secure IP connection. It won’t matter if your agents are all in one office, a new hire training, multiple offices, foreign locations or at-home.
Deliver content through the inContact eLearning agent console to provide:
- Learning metrics (average review score and time in training)
- Key metrics from the inContact Automatic Call Distributor (ACD)
- Bulletins and messages
- Access to past assignments for review
- Prioritize training to individual learning levels
- Monitor agents’ progress and results with a full-suite of reports
- Provide agent training while still maintaining call volume levels and average seconds to answer
A major potential cost in implementing and adopting a learning management system is the development of new content and the transitioning of existing content; this can be expensive and time consuming. inContact eLearning has minimized or eliminated this challenge in two ways, allowing you to:
- Easily develop new content that can be uploaded and delivered through inContact eLearning.
- Quickly convert existing content or classroom training by leveraging a Sharable Content Object Reference Model (SCORM) format to upload and deliver through inContact eLearning.
The patented RightTime™ engine is pre-integrated with the inContact hosted ACD solution to find the right time to deliver content to the agent. Our integration with inContact ACD ensures that scheduled eLearning sessions are delivered as often as possible without sacrificing cost or service levels.
- “Pushes” scheduled learning breaks to agents during dips in contact volumes based on customer specified thresholds (queue times, number of calls in queue per skill, number of agents logged in per skill, etc.)
- “Pulls” agents out of their learning breaks if minimum call-volume thresholds are exceeded
- Allows contact centers to make slower, unproductive time productive training time
- Lets you use eLearning with RightTime technology for new hire or non-call center employee training
- Delivered via a SaaS model—no hardware to monitor, no late or weekend support calls, and you can manage it from anywhere
- inContact call center software solution is a true multi-tenant environment, customizable to fit your specific needs
- Resources
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eLearning Demo
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Frontline Call Center Customer Spotlight
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