Improve Your Training Program With Work-From-Home Agents

Let’s take a look at how you can take advantage of a remote workforce and improve your existing training program.

Refresh Your Training Materials.

• Periods of change are a great opportunity to pause and review the materials you may use every day. You’ll want to look at your processes with a fresh set of eyes, and ask questions like:
  • “Is this procedure the most up-to-date version?”
  • “Does it work for both on location and remote workers?”
  • “What questions will new agents have after reading this? What can be added?”
• Since work-from-home agents won’t have immediate access to their desk neighbour to tap on the shoulder, they’ll be relying on the materials you provide them for help when they need it. Make sure the information isn’t too text-heavy. Short blurbs of information are most effective for retention.
• Remote workers often won’t have the option to lug home binders of information for training. The information they need should be kept somewhere easily accessible, so they can access it when they need it the most.

Re-evaluate Your Format.

If you aren’t taking advantage of scenario-based learning already, then now is the time. Lecture-style training is officially out of date. Trainees have a hard time paying attention to in-person lectures; video chats only make it easier to drift off. Scenario-based learning is an accelerated learning technique using real-life, interactive situations that employees may encounter on the job. There are countless benefits reported from scenario-based training programs, such as:

• Increased learner engagement and knowledge retention
• Increased time to proficiency
• More confident and satisfied employees

Review the Results.

Compare the KPIs and data of your centre’s old training program against the newly revised one. You should notice increased efficiency overall, happier agents, and higher CSAT scores.