Dec

15

It’s not uncommon at all for corporations to treat training as a cost center, and as a result, make every attempt to minimize those costs. Now keeping costs down in the training department is certainly a realistic expectation, especially with the availability of online training, inexpensive conferencing tools, and the eLeaP Training Platform and LMS. But too often, in their zeal to keep costs down, managers mistakenly believe that training opportunities must be reduced.

Fortunately, it is not necessary to reduce training opportunities to reduce costs. The correct approach is to increase training opportunities, but to leverage existing technology, make use of web conferencing, and take advantage of online training and distance learning frameworks to bring learning to a bigger audience with less money.

Here’s an obvious example. The customer support desk, which is your company’s first point of contact with many of your best customers, is critical to success—but the help desk is often one of the lower-paid rungs on the corporate ladder, often employing individuals with less education and fewer skills. The help desk may often get outsourced to a foreign supplier, and the company has even less control over the help desk quality factor.

The help desk and customer support area, however, is often what sets you apart from the competition—and this is what’s going to keep paying customers coming back. Your product may be more than adequate, but if a customer has a bad experience on the phone with your support staff, they’re not going to come back for more.

A better strategy is to hire professionals for the help desk, that area certified and trained. In addition to technical certifications, help desk specific certifications are also available and will go a long way towards creating a help desk with better problem solving techniques and customer skills. In addition, your CRM platform itself may be sophisticated, and certified users who have taken the appropriate course for that system will be able to take full advantage of all of its features.

Lastly, your in-house training dollars (whether for live training or video on-demand) will be well-spent on training your customer-facing employees on all aspects of your products and their usage. If you’re selling hardware routers, your call center should know more than how much they cost—they need to know how they work, how to configure them and how to answer technical questions when asked. If your call center can intelligently explain the advantages of the product, then you’ll have happier customers, and as a side benefit, your cross-sell and up-sell ratios will go up.


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