A study by the Olsten Corporation, a provider of staffing services to multinational companies, states that contact centers that implement a specific training regimen for at least one month have an annual turnover rate of 20 percent versus 55 percent for those with less training. In a sales environment, an investment in ongoing sales training will directly increase your close rates. Providing agents with new product information increases first call resolution and decreases the costs associated with callbacks. Better trained agents provide better customer service, which customers view as a significant differentiator in a competitive market. Proactive computer-based Call Center eLearning is the most efficient training method for training agents in a contact center – far more effective than traditional classroom training. Successful Call Center eLearning is embedded in the processes, projects and experiences of a business and can be customized and distributed quickly and easily. With the logistical challenges of scheduling hundreds of agents with multiple shifts into a classroom – it is evident that Call Center eLearning provides companies with a powerful alternative or complement to traditional learning.

Major cultural shifts are developing in the contact center industry, especially the move from a cost-orientated to a performance-centered culture. Call Center eLearning is a powerful tool to help implement organizational change. By ensuring that eLearning is tied into the day-to-day operations and culture of your contact center, and keeping a constant eye on the quantitative impact that Call Center eLearning is having on your center, you will have a significant edge on your competitors.

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