The workforce is in transition and so are our training methods. Before Covid-19, most training took place in the classroom. However, as more agents work remotely, companies have had to adapt and find new ways to effectively train new hires. As training programs continue to develop in the virtual environment, many people are seeing that performance-based work requires automation.
The Challenges of Training Remotely
With more work-from-home positions, it is becoming harder to train and retain employees. Attrition rates are higher than ever and fewer people are completing their training period or successfully transitioning into their new roles.
There are several factors to consider that make it harder to recruit and engage with people in a remote environment. The lack of physical interactions makes it more difficult to accurately gauge their comprehension and provide coaching. Furthermore, trainers have less time to dedicate to individual practice with each trainee.
This often leads to agents being thrust into their positions prematurely, before they are ready to perform the job they were hired to do. People need more reinforcement and feedback before they are put into real-life scenarios. Rather than letting them learn on real customers and negatively impact the customer experience, SymTrain offers automated role-plays to increase competency and support your new hires during the training process.
The Impacts of Automation
Automation is transforming the way we train. And, it can drastically reduce your training time and costs. Not only does this make the training methods more effective, but it’s also a more effective strategy for resource management. It offloads time-consuming responsibilities from trainers so they can focus on other aspects and give more personalized attention to those who need it.
Having agents practice workplace scenarios outside of the classroom also provides more time for individual practice and performance support. And, it gives people the freedom to work at their own pace. In addition to higher proficiency and faster skill mastery, it also builds their confidence in system navigation and overall level of preparedness. The automated role-plays will allow you to onboard new agents even faster and ensure they are ready to interact with customers.
Why Performance-Based Work Requires Automation
Adding a certain level of automation to your training program will not only help your trainers become more impactful but also allow you to apply your methods at scale more effectively. It creates a performance standard that is consistent for all employees and can be applied to all levels of learning. Automation gives you a repeatable and consistent experience that can be scaled across large populations.
Furthermore, the AI, which we call Coach Sym, uses the same criteria to assess employees’ performance and provides targeted, immediate feedback to ensure that everyone receives the same training. And as they complete these role-plays, you can use this information to monitor progress for the individual or compare it across groups. These tools will allow you to pinpoint areas where you are doing well and where they need improvement.
Automation can be a powerful tool. And with SymTrain’s innovative training solutions, it will help you achieve the results you need faster and for a fraction of the cost.