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Best Learning Methods to Use During Contact Center Trainings

The question of what learning method to use has plagued training and development professionals for decades. With the advent of new technologies, the question becomes even harder to solve. So how does one understand what methods will work the best?

Methods of Learning

The four widely accepted methods of learning are known by the acronym VARK: Visual, Auditory, Reading/Writing, and Kinesthetic.

Visual

Visual learners process information presented in a visual way rather than in written form. This comes in such forms as charts, diagrams, illustrations, images, handouts, and slides.

Auditory

Auditory learners process information by hearing and reciting information. Some examples are:

  • Listening to pre-recorded or live discussions, lectures, call recordings, etc.
  • Creating songs or jingles to remember information
  • Actively participating in study groups or discussions
  • Listening to audiobooks or podcasts

Reading/Writing

Reading and writing learners process information that is displayed as words and text. This is most often seen for those that take notes, read content and the re-write the content in their own words, prefer use of handouts or whiteboards, like taking assessments and surveys, etc.

Kinesthetic

Kinesthetic learners learn by doing something physical, being more hands on. Some examples are:

  • Role-playing
  • Tasks or skits that involve using objects and materials
  • Watching physical demonstrations of processes or ideas

What Method to Use

Determining what method to use can be very tricky. We all have a tendency when curating training content or planning methods of learning to gravitate towards the methods that we typically learn the most from.

A Business Process Outsourcer (BPO) was looking for ways to improve their training program. Up to this point, most trainings were done through the trainer creating a video for all to watch. Over 2,000 contact center agents were asked this survey question, “What are the top 3 methods in which you feel you learn the most?” The results were astonishing.

The method used by the training department was the method the contact center agents felt was the least effective method for them learning.

These are some of the comments of the contact center agents,

                “Learning how you say things is really important, but the best way to learn is through side-by-side coaching and listening to recorded/live calls.”

                “Playing games about what to say in certain situations.”

                “A combination of the 3 options from above simultaneously.”

An easy way to understand what learning methods is to survey or ask your team. They, most likely, will know how they learn the best. Why not? They have lived with themselves this entire time and probably know best.

Combining Methods of Learning

From the results of the contact center agent survey above, you can see that there is no one single method that is superior to the rest. What does that mean? Training should not use only one method but use a combination of methods.

An example of a contact center training on using appropriate probing questions on a call might include these modules based upon the Venn diagram above.

  • Reviewing comparison chart on appropriate versus inappropriate probing questions.
  • Listening to pre-recorded calls and discussing the effectiveness of the probing questions used.
  • Role-playing scenarios that use probing questions.

Why Care

The VARK model is a way to explain that there are different methods of learning. Some learners may dramatically lean to one method over another, or they be somewhere in between. Some learners may switch methods based upon the topic/subject they are learning.

While there is no empirical evidence that suggests one method is better than the other, we know that using multiple methods is more effective. Learning varies from person to person and situation to situation. Approach each class, training, coaching with an open mind and develop content that covers multiple methods of learning. That way, you can use many methods to help each learner learn in the preferred method of learning.

Find the Right Tools

Given the need for using multiple methods in training and development, you need a solution that will allow you to:

  • Create engaging courses and learning paths
  • Help facilitate a blending learning environment for both in person and eLearning training
  • Build interactive assessments and surveys
  • Shows trends and analytics for training results, coaching topics, and quality

FiveLumens is an example of a learning management platform that meets all of the criteria above and more. It is not a typical Learning Management System, but is a Performance Enhancement Platform focusing on training, coaching, and quality for contact centers.