Online Training

Answers

• Posted at 12:00AM on Jun 1, 2002

  We have begun to use online learning in our call centres more and more often. We began using it when we had a new product release. We had estimated that we needed all staff to go through four hours of face-to-face training. Through the use of an online module we had specifically developed for us we were able to reduce the off-phone time to 75 minutes; 45 minutes with the online and 30 minutes of face to face. This greatly reduced the cost of delivery for this material and the impact on our customers! -- Fiona Graham, Contact Energy Ltd, NZ

• Bipasha Bhunia Posted at 12:00AM on Sep 8, 2006

  Intially I was kind of skeptical about online training because, unlike normal training where the trainer is physically present, here the trainer is virtually present. Also, I thought maybe the time limit would be too short for training as well as solving queries. However, after undergoing online training personally, I feel it's very effective. Generally, in my call centre when a new process is on transition we (Quality Manager, Operations Manager, Shift Lead and Team Lead) are present for online training. In turn, we train the agents. The benefit is that we are able to gauge ourselves better along with training the agent. Also, the time consumed is less and productive hours are not hampered massively. Personally, I would suggest you go ahead with online training, which is actually very effective. -- Bipasha Bhunia