Building an amazing customer service team takes time, effort and persistence. Even if you hire the best candidates for each role, you may still struggle to keep your whole team performing to the same high standards, completing processes in the proper way and hitting targets.
That’s because proper management is crucial to maximize your customer service team’s efficiency. And a Learning Management System (LMS) makes this much easier.
Why? Because it equips managers, team leaders and admins with the tools to distribute learning content to specific employees, targeting various flaws in service.
And because an LMS provides you with results and reports packed with crucial data. But how should you act on these to improve your customer service team’s performance?
Tracking Employee Learning Progress with LMS Results
A great training program can make a massive impact on your customer experience. Yet research shows the United States’ workforce is lacking formal job training, with just 31 percent actually receiving the guidance they need.
But that’s not the most surprising revelation: 43 percent of those workers undergoing training in their roles claim it’s ineffective. And that means employers are wasting money that could be spent better elsewhere.
It’s understandable, in some ways. Providing your call center staff with the education to deliver the level of experience you expect can be daunting. But with the best learning systems, learning management is streamlined thanks to a user-friendly interface and simple dashboards.
You can monitor and track employee progress in all areas of training. This gives you concrete data reflecting the workforce’s development and allows you to measure how effective your learning content is.
Various results can be viewed in your LMS, informing your choices in the future. Are certain learning materials failing to drive the improvement you hope for within the projected timeframe? Will certain employees benefit from a different approach to training?
Answering these questions (and others) becomes easier with results found in your LMS.
Dissecting LMS Results: Data and Decisions
In our learning system, you can create bespoke Learning Sessions for employees. These should be tailored to target different strengths and weaknesses, helping your call center workforce improve their performance through digestible training content.
You can access a wealth of helpful data in the main page of the Sessions section of our LMS. This includes:
- the name of the session
- the number of courses said session contains
- how many users in each session
- the deadline date to complete the session (if applicable)
- average score of all employees trying the session
All this gives you at-a-glance insights into the amount of reach for every Learning Session, the level of knowledge workers have (represented by the average score) and more. This may prompt you to invite more people to look at a particular Session or notify those who have taken it that their score needs to be improved.
But there’s additional information available under the Reports tab, such as:
- average session grade
- total training time
- average session time
- number of trainees invited to try a Learning Session
- amount of passes and fails
This gives you a more general insight into each session’s progress and pass rate, which is pivotal to identify which areas of your learning program need to be revised. For example, if all customer service agents have failed a certain Learning Session, you know something’s gone wrong somewhere.
But you can access more in-depth reports in your Learning Management System too. Viewing individual scores and performance in sessions shows you the exact aspects of a topic workers struggle with. And that’s a major aid when both revising existing Learning Sessions and creating new ones.
Let’s explore how.
Acting on LMS Results and Reports
Feedback, coaching and training are three must-haves in any successful call center. A quality assurance program helps with this. And so does a constructive approach to showing employees where they’re going wrong.
Your LMS results and reports can be used to show workers where they’re making mistakes. For example, if they consistently fail to complete Learning Sessions related to, say, increasing productivity, that could be a sign they’re struggling in this area.
In that case, viewing their poor scores and progress would alert you to this problem. Feedback, coaching and training for this worker should be tailored to rectify it, driving them to develop their skills. This maximizes the efficiency and effectiveness of your learning content, eliminating the risk of wasting time on training offering nothing of value.
LMS results and reports reveal the amount of time workers spend on Learning Sessions too. Are they dragging the process out to avoid other areas of their work (such as chatting to customers)? Is the learning content constructed in a clumsy way that makes lessons harder to understand?
Either way, spending too long reviewing content and taking quizzes can affect employees’ productivity. You should be taking action to help them manage their time better and reviewing the content itself. If the latter is the cause of poor progress, start making changes immediately.
It’s vital to keep monitoring progress and following up on training. Regular feedback and coaching sessions allow you to track workers’ development over time, amending the learning content you send to them based on their growth.
LMS results and reports can be utilized in management meetings to keep everyone updated on the status of your learning program too. Managers, team leaders and admins should all keep up with the effectiveness of the current Learning Sessions circulating, to pinpoint where improvements could be made to achieve stronger performance.
Interpreting LMS results properly gives you all the data you need to keep guiding your customer service agents in the right direction, encouraging them to deliver a higher standard of experience.
A well-made LMS is fundamental to any call center committed to providing customers with a high standard of service.
As we’ve seen, there are various types of results and reports available to help you identify learning issues within your workforce. It’s vital to keep reviewing both on a regular basis, to stay updated on which agents are growing, which need further help and which can inspire their colleagues.
When you take full advantage of your LMS, you’ll find it much easier to build a reliable customer service team. How do you act on results from your LMS, and what advice would you give to other call center managers? Share your thoughts below!