Choosing a Simulation-Based Training System for Your Contact Center
If you’re running a contact center in the 100-seat-and-up
range and you’re looking for a fast and effective way to screen and train new
hires, you might want to consider using simulation-based training software.
In last week’s article we covered the basics of simulation-based training, a
subset of e-learning that involves software that simulates live interactions
with customers. Agents get on the phone and interact with computer-simulated
characters that act just like humans.
Typically, simulation-based training is used to help agents master basic
customer interaction skills – also known as soft skills. In addition to
training agents how to handle interactions, these systems can also train your
agents how to use your contact center’s software and systems, just as if they
were on a live call with a real customer.
Now let’s take a look at how to go about selecting simulation-based training
software for your contact center.
When shopping for a simulation-based training system, consider the quality of
the content and how well suited it is to your training needs. Some vendors have
taken years of research on traditional learning and e-learning and fused it
with methods for improving employee performance to arrive at a program that is
applicable (and effective) across a range of verticals. In other cases the
content is geared for a specific market segment or industry.
The content is typically prepackaged and can’t be modified. The program might
be excellent, but if it doesn’t match your needs – if it is too broad or
general or conversely doesn’t address a specific set of problems you have --
you’re not going to get the results you expect.
Some simulation-based training systems allow for control over the content: The
training program can be modified so that new and different training scenarios
unfold based on identified skill gaps or specific business goals. In some cases
the vendor might provide a range of prepackaged content that you can choose
from – or the vendor might be able to make a custom-tailored program geared just
for your business.
Of course, the more advanced -- and the more custom -- the system, the more
expensive it will be. Some of these systems can cost hundreds of dollars per
seat. And in some cases you might need a certain amount of in-house or third-party
IT support.
Remember, simulation-based training is not a substitute for hands-on
traditional training. Rather, it is a tool that your contact center managers,
trainers and coaches use to accelerate and improve the training process.
In fact, many of the companies that sell simulation-based training systems also
offer live, traditional training programs to complement the software -- and
some even insist that their live training program be used in order to guarantee
the efficacy of the system.
As mentioned in part one of this two-part series, the software can’t train your
agents on your specific products or brand -- that is unless you’re willing to
shell out big bucks for a totally custom system. That remains your job, and
will likely be the larger portion of your training program.
Plus there’s the importance of human interaction, respect and hierarchy within
your contact center: You don’t want simulated training to completely replace
your hands-on training as this will result in a loss of authority for your
managers and coaches, due to their reduced roles as a leaders and facilitators.
You must also have the right number of trainees coming into your center in
order to justify the investment. If you don’t have any seasonal peaks that
require you to hire additional help – or if your contact center generally has
very low turnover – it might be hard to justify the investment in a
simulation-based training system.
But there’s no doubt that when selected carefully and combined with high
quality traditional training methods, today’s simulation-based training systems
can give your contact center an edge.
Want to know where to find simulation-based training systems for the contact
center? Here are a few places where you can start:
www.ulysseslearning.com
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