Posts archive for November, 2022

It’s impossible to ignore the connection between your employees’ well-being and their motivation to make an impact within the company. There is no doubt that when your employees thrive, you thrive. So, why are so many people “quiet quitting” or leaving their positions altogether? Is it really that people don’t want to work? Or is it that they need to find more purpose in their job than simply showing up to “get things done”? To help your employees find greater satisfaction, you must support them every step of the way, beginning from the moment they start training. Here’s how SymTraining can come to the rescue during the Great Resignation.

What Is the Great Resignation?

The Great Resignation refers to the ongoing trend of employees who are voluntarily leaving their jobs en masse. Although it started in early 2021, it is still impacting the workforce today. Economists first believed this was a result of the uncertainty caused in the wake of the pandemic. However, changes in corporate policies, benefits, and engagement struck a nerve with many people who were not satisfied with their jobs.

While the pandemic may have triggered it, labor issues have been a brewing powder keg for years. What changed was that people had time for self-reflection during the transition. It caused them to re-evaluate their roles and value to their companies, with many choosing a greater work-life balance.

These realizations have also led to “quiet quitting” in which workers are no longer going above and beyond the duties named in their job description. Now, they are merely doing the bare minimum to keep their jobs since they are asked to do more with less resources and sometimes no compensation.

Although it may seem that we are at an impasse, companies must find a way to navigate the problem to find solutions that work for everyone.

Why Are People Leaving Their Jobs?

The current work shortages are apparent in every industry. So, why are so many people leaving positions, and sometimes even changing industries?

It comes down to one fundamental truth: people need to see that their companies are taking care of their physical, mental, emotional, and financial well-being. If that isn’t the case, then more people are more willing to leave positions that don’t meet their personal needs since there are many companies out there that will.

Employees are no longer willing to work unpaid hours, bend their personal lives to the demands of their job, deal with disrespect in the workplace, or stay in a company that doesn’t provide opportunities for advancement. Quiet quitting is a direct response to the lack of care or negative reactions from their managers. But, until these issues are addressed, the resignation letters are likely to continue piling up.

How Can SymTraining Come to the Rescue?

It’s clear that people need more than a paycheck to feel valued by their company. Offering ongoing training is the perfect way to not only support your employees’ professional growth but also to empower them.

Individualized training and practice is one way you can ensure they have the skills they need to perform their jobs well. Your library of automated role-plays will allow employees at all levels unlimited access to any additional training they need, whether they are new hires or tenured agents. Since it is self-paced learning, they can take their time to review difficult skills and concepts. This builds confidence in both their own abilities, but also the support of their leadership team.

Employees want to feel that their company is invested in their success, not just its bottom line. To learn more about how SymTraining can come to the rescue during the Great Resignation, contact us to set up a demo. Let us show how we can boost your employees’ confidence, performance, and overall job satisfaction.

What Is Individualized Practice?

Individualized practice refers to customized plans for self-paced learning. Sometimes it incorporates human-to-human coaching. However, it usually works along a virtual training curriculum to support trainers and reinforce content outside the classroom. Since it is impossible for trainers to give their full attention to every agent who is in need of support, especially in a large call center, individualized practice allows agents to work through the material at their own pace.  

However, the advancements in AI technology have provided a new option for automated role-playing. With SymTrain, agents receive individualized assistance from our AI. Coach Sym provides the guidance and additional support you need to increase skill mastery and comprehension. Not only are companies embracing this style of self-paced learning to better assist new hires, but it also serves as an important learning tool for more tenured agents who may need to revisit skills or challenging workplace scenarios.

What Are the Benefits?

SymTrain offers several benefits to any training program. First and foremost, it brings value to your curriculum and adds another tool to your library. Since everyone learns in different ways, it provides one more way to connect agents to the material. And, the personalized feedback offers insights into each person, helping trainers to better identify strengths and weaknesses. This makes it easier to adjust your curriculum or approach as needed to improve the overall comprehension and performance of your agents.

Digital role-play also leads to improved skill mastery, faster. The only way to get better at something is with practice. So if your agents are struggling, they can repeat the same scenarios over and over until they feel confident to handle the situation without assistance. It even provides visual cues and guided navigation to show them what to do through each sym. 

And ultimately, it leads to better quality interactions in the classroom. Trainers spend less time performing these repetitive tasks in class, and more time on the content that matters.

What Is the Long-Term Impact of Individualized Practice?

Over time, the individualized practice has several proven positive effects. Taking into account that people also learn at different rates, giving agents more ways to learn ensures that fewer people fall between the cracks. Not only does this better prepare your agents, but trainers have also found that people are more satisfied and confident when there are more choices and freedom within the training curriculum. Happy agents usually translate to lower attrition rates.

Furthermore, SymTrain’s automated role-plays ease new hires’ transition and allow everyone the time and space to learn at their own pace. And since the Syms require verbal feedback, it helps agents to stay engaged in the material so they don’t “check out” as many people do during group practice.

However, it is also an effective tool for agents who are struggling with a particular skill, even after months or years on the phones. Coach Sym guides them through the scenarios and then provides immediate feedback, touching on both their strengths and areas for improvement. So no matter where your agents are on the training spectrum, SymTrain can support your training objectives with targeted, individualized practice to achieve your long-term goals.