Remote call centers are here to stay. They are 27% cheaper and experience 35% less downtime than their in-office counterparts. It just makes sense to do what work you can in the cloud. The key to success? Cloud-based call center learning.
With the right tools and solutions, your remote call center can run just as efficiently as in person. And in some cases, it can run even better and with more significant benefits for your employees and customers.
This is the case for eLearning. Cloud-based training is highly beneficial as long as you have an all-in-one centralized learning management system (LMS) to track, manage, and achieve your learning goalsall-in-one centralized learning management system (LMS) to track, manage, and perform your learning goals, cloud-based training is highly beneficial.
Let’s dive into the benefits of implementing an LMS for your call center’s eLearning goals.
Employees who have access to eLearning tend to be more engaged and stay at their jobs longer. According to Forbes, eLearning boosts employee engagement by 18% and reduces employee turnover for 40% of individuals who leave their positions within one year.
By offering your remote call center employees training and investing in their development, you encourage them to work harder, take the initiative, and drive new business. And by implementing a learning management system, you can set up eLearning with clear goals, milestones, and achievements to meet your needs and your employees’ expectations.
With eLearning, your employees can be anywhere globally and take their training during their usual work hours. This helps you avoid the typical struggles of disconnection, delayed communication, distraction, and lack of resources.
An LMS helps you create an effective virtual classroom where you can efficiently disseminate essential learning to individuals and groups as needed. And because eLearning does not need to rely on in-person lectures and butt-in-seat time, even if your remote call center employees only have 24 minutes to invest in eLearning every week, that can be enough.
You don’t need to dedicate as much time to eLearning to be as effective as in-person learning. ELearning takes 40% to 60% less employee time than traditional education. With eLearning and an LMS, your remote employees can choose how they learn best: gamification, exams, PowerPoint presentations, lectures, video, audio-only, etc.
The result is that eLearning is far less disruptive to your employees’ workloads. They need to be able to set aside a small amount of time—daily, weekly, or monthly—to get in the training they need. And since an LMS allows you to offer remote training on-demand, it’s as flexible as their work and personal schedules.
eLearning saves you money! Traditional in-person training includes travel costs, print costs, employee time away from the office, space rental, etc. eLearning doesn’t require your employees to leave their desks, print out course documents, or make special accommodations for their training except for time. And as we already said above, eLearning takes less time than in-person, so it’s more cost-effective.
And eLearning isn’t just about saving money; it’s also about earning more. Revenue generated per employee is 26% higher for companies that use technology for training, and every dollar invested in online training results in $30 in productivity.
The more you tailor your training to your employee, the more effective it can be. With in-person lectures, highly-specific training isn’t possible, but that’s not the case with an LMS. eLearning allows you to individualize learning to each employee. This means that they can up-skill where it’s most needed.
And because an LMS allows you to track employee training progression through exams, surveys, and training histories, it can meet each agent’s unique needs. This helps them take the necessary steps to climb the career ladder at their own pace and point of need.
Well-trained call center employees result in happy customers. And satisfied customers equal increased revenue. 72% of organizations believe that eLearning helps them improve their competitive edge by keeping up with the changes in their particular market.
When you train your remote call center agents using an LMS, you help your agents develop and perfect their customer service skills. Based on their daily performance, you can offer supplemental courses to help them avoid mistakes and improve their performance. They’ll learn precisely what it takes to assist customers, demonstrate empathy, and follow all processes.
Genuine conversation and collaboration are critical to the success of a remote call center. But too easily, agents can find themselves in a silo, working in isolation. This can be detrimental to developing relationships and helping your call center agents feel like they are part of a larger, dynamic organization.
eLearning with an LMS makes connections more accessible than ever. You can assign remote agents to train and discussion groups to have them work together to gain skills. You can also gamify learning into a friendly competition where agents compete to reach their milestones first. It’s also easy to set up one-on-one sessions, significant group video lessons, and other learning focused on togetherness.
Delivering and managing eLearning is easy with an all-in-one LMS. The software is designed to help you roll out and manage all aspects of your training with an easy-to-use interface. You should be able to engage and train your entire remote workforce without extra administrative tasks.
For example, with an LMS, you can set up automatic onboarding. Connect the system to your HR software and then auto-add and enroll staff into your onboarding as they are hired. And for current employees, you can develop various learning paths and assign remote employees at the click of a button, so they have a plan for precisely what they need to learn.
There’s no doubt that eLearning with an LMS offers a great return on investment—approximately 218% higher revenue per employee and 24% higher profit margins. By investing in remote training, you can significantly impact your productivity, customer satisfaction, employee satisfaction, and profit. The key is to take advantage of the features offered by the suitable cutting-edge LMS.
A learning management system specifically designed for contact centers can help you design, deliver, manage, and measure your remote training at every level. From blended live and online courses to complete tracking and reporting, it will help you train and certify your contact center agents quickly and easily.