Instructional Design in Call Centers
In the corporate world, companies are continually trying to find more cost-effective methods to onboard new employees and also to provide continuing education for its current staff. Being able to design such training environment within the parameters stipulated by companies and also ensure that the adult learners are successfully educated can be a very daunting task.
In a call center environment, this specific type of training needs to be especially engaging, motivating and geared to learners/employees who do not have much time. The following blogs which I will provide an overview of will give more insight into some techniques and tips could possibly provide a more successful training session in the call center environment.
First Blog: 15 Tips for Training Call Center Agents
Things and times are changing, so is customer expectation and with that significant investment is being made into call center agents being prepared to meet the changing needs of customers. Even though there are 15 different tips provided in this blog I will highlight a few of the ones which stand out most to me, which are;
1. education about the business
2. bring top performing agents to the training so they can provide tips and also answer questions on how it was then they had to go through similar situations.
3. education on the desired outcomes
4. ensure hands-on training practical training as well.
5. constant and continuous training is provided
The other 10 tips are just as important and warrant you visiting the link below to visit the blog to see the rest. The last one on the list which stated that training never stops is very important. This goes full circle to show that if customer expectations are changing so should training content, training methods and training technique.
Second Blog: 5 Best Practices for Designing a Successful Training Program
This second blog provides an overview of how to design a successful training program by carving out 5 best practices which are;
1. Adopt an instructional design model. The ADDIE model is suggested because it is the most popular of all the other researched models. ADDIE stands for analysis, design, development, implementation, and evaluation.
2. Facilitator guides should be created especially when there is content being delivered by more than one instructor. Participant guides are also important to provide learners with an additional resource to take notes and also to aid in participation by including various activities and exercises.
3. Consistent formatting is recommended in order to provide the content in a coherent consistent way.
4. Bob Pike’s CPR which is named after a training consultant. CPR means content, participation and revisit. This technique stipulates that training last no longer than 90 minutes. The content will be taught by a facilitator for no longer than 20 minutes. The learner should participate every 8 minutes in the form of writing exercises, discussions and activities etc. then the learners should revisit what they have learned in their own words.
5. Powerpoint should be used sparingly so as not to go in “presenter mode”. Participation should be the major focus to ensure a successful training program.
This blog discusses the importance of motivating learners to ensure they succeed in eLearning instructional design. A similar example to one in the blog is if a learner started training and then experienced some life event at the beginning of training, where the only thing preventing that leaner from continuing is a little reassurance we should provide it. The blog also highlights some other reasons why motivation is important. Motivation helps with driving learners toward specific goals, learners provide much more effort when motivated, persistence, cognition and performance are also improved.
The six effective strategies that were highlighted to help motivate learners are to
1. Say less
2. Challenge the learners
3. Delay feedback, allow self-evaluation
4. Appeal to emotion
5. Change the difficulty
6. Let the learners take control