Once you’ve decided the best method for delivering your training content, the next step is to move into logistics. From sharing the content to using the best language to the tracking progress, there are a variety of points you’ll want to address. Below are four important logistic factors to consider for your employee training:
1. How should you share this content with your entire workforce?
It’s important to choose the option that will work best for your company. With a significant range to choose from, you’re usually able to create a blended training solution that leverages live training options, eLearning techniques and performance support for on the job training.
2. How do you make sure the training gets noticed or used?
You can increase your adoption rate by getting your audience excited to participate in trainings. One key strategy to grab employee’s attention is by helping them understand the benefit of the training is important. What’s important to your learners? Is it:
- Enabling them to do their job better?
- Creating less day-to-day stress?
- Improved performance?
- Growth opportunities?
Countdowns to new training events, crowd comments and incentives are also great techniques for creating a “buzz” around the initiative.
3. Does your training need to be in more than one language?
Many organizations are global, making multi-lingual efforts commonplace. Your training initiative design and development can be largely impacted by how many languages it will be delivered in. It’s important to ensure your message doesn’t literally get “lost in translation.” Make sure to incorporate “localization” in your translating efforts, meaning going beyond just direct translation to ensure the correct delivery of your message’s “intent.”
4.How can you track training results?
Unfortunately, this is where most training initiatives fail. Think back to the beginning, what are you ultimately trying to accomplish? What metric can you track before, during and after the training initiative? Most initiatives stop at the “what did you think of our training?” test. While this is good to know, it’s more powerful to have an understanding of one’s performance coming into the event and how their performance changed over the short and long term post event. Let’s revisit those Customer Service Representatives (CSRs):
- The training initiative resulted in a cost savings of $129,000 over a six month period, here’s how:
- Individually 90% of individual CSRs, who were identified as having a high number of failed customer interactions (FCIs), – more than 30 in a 6 month period – saw an instant reduction in FCIs post-training event by an average of 50%.
- Locally, a customer service center with over 80% training participation has seen an average of 27% decrease in FCIs over a 6 month period.
- Organizationally, the Customer Contact Center has seen a decrease in FCIs by 15% – which approximates to 100 less “wrong parts” sent per month. With each wrong part costing around $215, training has saved the company almost $21,500 per month!
In order to build a training system that is not only effective, but also maintains its relevance throughout the years, you need to continually develop your training. This includes working on the design and delivery, while constantly testing and measuring the program’s performance. After all, what good is investing all your resources into training that doesn’t actually move that needle?
If you’re ready to start implementing an employee training strategy that returns a great ROI, impacts your company’s bottom line and increases employee performance, then contact the experts at Tortal Training today.
