Case Study: Customer Service Training

Case Study: Customer Service Training

Customer Support Training with Little to No Helpdesk Downtime

Overview

A skilled customer service team is critical to maintaining customers’ trust. But if training takes up too much of the team’s time, customers may become frustrated by the wait for information they need – or for any response at all. A professional membership association selected the HR Learn learning management system (LMS) as the solution to honing customer care skills without neglecting customers.

 

Challenge

A global professional association, offering for-fee research, publications, events and educational programs to over 10,000 members (as well as non-members), wanted to increase satisfaction with its offerings, drive membership renewals, and increase revenue. It decided to increase its customer support team and implement a customer care training program. The new training program was a mix of product education, sales training (for product and service upselling), and education on effective communication skills.

But management needed to figure out how to deliver the program without interfering with their customer care team’s regular duties. Customer care staff spent most of their workday providing service at the association’s helpdesk via telephone, email, or chat. The new training could keep the staff away from their helpdesk duties and so have a negative impact on customer satisfaction.

The association decided on an eLearning model and turned to HireRoad’s HR Learn to  deliver the training program.

Solution

HR Learn’s mobile-responsive user experience allowed the customer care team members to access training at whatever time suited them. They could fit in learning during breaks or outside of working hours – all they needed was an internet-connected device.

The customer service and technical support staffers’ professional background made them extremely impatient with poorly-designed user experiences or dated user interfaces. The association chose HR Learn because the system’s contemporary interface design equaled the experience staffers received from their favorite apps. In addition, learners accessed the program through a custom-branded portal that displayed the association’s brand identity (logo, graphics, fonts and colors) so that the experience truly felt like organizational training.

The LMS enabled managers to automate routine administrative activities such as enrolling cohorts of learners in appropriate courses. The managers also automated the delivery of deadline reminders, notifications of progress, and scheduled reports. HR Learn provided these additional benefits:

  • A wizard-based upload utility for enabled managers to add SCORM-compliant training and assessment content from third-party courses
  • Online assessments and e-reference materials allowed management to evaluate how much staffers had learned and reinforce new skills on the job
  • Staffers received customized, printable online certificates to acknowledge their completion of the training

    The system’s tracking, reporting and automated report distribution kept training managers, business managers, and other organization leaders up to date

    Result

    The eLearning approach enabled the association to effectively train both new hires and existing support staff and create a culture of consistency and excellence. The LMS provided learners with a single point of access to all custom and third-party courses as well as the e-reference materials and online assessments. The centralized access facilitated learners’ regular use of the training program. That, in turn, accelerated their rates of completion and their successful application of key concepts and best practices in the call center.

    Best of all, customer support staff were able to maximize learning time without disrupting their hectic schedules. Plus, their new level of consistency with customer care boosted the association’s reputation with members and non-members alike.