Many ISV clients find that they do not use all the options available in the call centre training software. Cellular network operator, Vodafone, have successfully developed internal knowledge and skills training using ISV tools.
The results, in terms of agent productivity and recruitment assessment, speak for themselves.
"Like many other businesses, we require accurate call logging and speed of answer from our Customer Care operators. Although we already have high standards, we are always trying to raise them further."
The problem was how to increase the number of calls operators can answer per day while maintaining the accuracy and quality of call logging. After much deliberation and many meetings, we purchased ISV's software and installed it in our Newbury branch, where we test all new software. We designed a small area within the centre specifically for ISV training. After initial assessment, the Newbury based operators were set to work on physical skills training.
We found the hardest part of training is maintaining momentum as service levels dictate whether we can spare people for off-line training. We have managed fairly well using operator resources to co-ordinate the training - keeping an eye on service, collating feedback, ensuring trainees are logged in for training sessions and setting up training schedules.
Generally, response has been responsive, especially when trainees realise their new skills can be carried forward as their careers progress. While some operators have had to work harder than others, many of them have become 'training addicts'!
The skills training courses are nearly all complete and operators are progressing on to the spelling tests and listening and keying courses. We have seen some good results from Easylearn so far; with many operators achieving a 30% increase in productivity. Displaying the positive results in the centre helps keep operators motivated.
When ISV supplied their software they included a bespoke simulation of our call logging system, VLTS. Since then, this has changed but we have successfully used the development tools to create a new one.
The ability to record our own sound files has given us the flexibility to create other courses for on-going training. We now have a portfolio of tests for recruitment purposes. These include alpha and numeric, geographical general knowledge and spelling tests.
We use these during our recruitment and open evenings and this has provided us with some very interesting results. We have thirteen call centres altogether and because of the positive results and success we have had so far using ISV's software, we intend to install the software in them all. | 
