Training
ViaSource Solutions is an outspoken proponent in delivering industry-leading online training. This commitment to self paced learning typically reduces training time by 20% and lowers employee attrition by 17% saving, both our agents, and our clients time and money.
Customized Training for the Agents
ViaSource Solutions will customize a training program to the agent and clients' exact needs and objectives. We begin with a core curriculum of customer service fundamentals and best practices then the "upper division" included company- and industry-specific information. Whenever practical ViaSource Solutions incorporates your existing training materials, creates self-paced information, develops story-based videos and teaches interactive courses on content defined by you. We are eager to provide opportunities for your current trainers and subject matter experts to co-facilitate with our expert online instructors in course development and presentation. In the end, you'll save money and have customer care professionals you can be proud of to represent your brand.
Passive Learning is not for everyone
We know that there are multiple learning styles. Some people are visual, others auditory and still others participative learners. With traditional corporate training, everyone is taught the same way, at the same pace, with the same materials. In the virtual training world, the situation typically allows visual learners to excel. Auditory learners participate in the self paced learning as there is always a sound track and quizzes and tests along the way. instructor-led training completes the cycle in a GoToMeeting set of sessions where there is ample role play and opportunity for involvement. This passive learning model produces:
- Isolated employees who find it hard to learn and retain information
- Classes that have high attrition rates
- Instructors who teach to the lowest common denominator
- High training costs
- Low quality service for your customers
Active Learning Model
Research has shown that training is most effective when students engage with and solve real-world problems within a community of other learners and teachers. ViaSource Solutions respects how adults learn—by doing. Our students don't just sit and listen. They interact with an expert facilitator, problem solve using real-life scenarios, demonstrate competency through authentic assessments and students even teach other students! ViaSource Solutions students remain engaged and motivated since material is presented in multiple formats, allowing students to customize their training according to how they learn best. This support, interaction and customization helps students retain information and gain confidence in servicing customers.
Learning through Community Support and Interaction
Learning does not end at the end of formal training. Employees continue to learn as they work, and the most important information is often the tacit knowledge not formally documented anywhere. Most tacit knowledge is informally passed from employee to employee. A main component of ViaSource Solutions is the strong social network as enabled by and promoted on our Intranet that enables remote learners to enjoy the support of a peer-to-peer community.
Our community supports different learning styles and makes every learner feel successful and motivated. In our unique community learning environment, students will:
- Meet with a Training Facilitator and classmates in real time
- Listen to and talk with the Facilitator as they work through class exercises
- Share ideas with the Facilitator and classmates using screen-sharing and white-boarding tools
- Spend significant time doing group-work in breakout rooms
Ongoing Training
With ViaSource Solutions, the training never ends. We provide self-directed refresher courses and give our employees opportunities to grow both professionally and personally. As a result, you can expect:
- The superior customer care agents
- Nearly 60% lower attrition after the first 30 days than traditional solutions
- More satisfied customers
- Increased revenue