Benefits of Using an LMS to Improve Agent Performance


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Employee training is critical in every industry, business, and role. It is a way to help to certify that the people on your payroll can do their jobs. Evidence of this indicates that companies who have invested in comprehensive training earn 218% more income per employee, according to The Association for Talent Development.

Effective training is especially important in the contact center. After all, your customer experience is only as good as your weakest agent. Customers want top-notch customer service with every interaction, and that’s only possible if your employees have the training they need to succeed.

The problem is that according to a study by Middlesex University in London, 74% of employees feel they can’t achieve their full potential at work because they haven’t been properly trained or developed. That’s the major function of a contact center LMS.

What is a Call Center LMS?
LMS stands for “Learning Management System” and is one major aspect of keeping your call center running effectively. It helps you train and educate your employees, partners, and customers on everything from compliance to engagement, soft skills, and performance.

A Call Center LMS is an all-in-one training solution that automates the process of training and eliminates repetitive administrative tasks. It makes it easy to train and engage a large number of individuals at once, so you can quickly and easily assign learning. The idea behind an LMS is to support productivity, retention, and growth through providing engaging training that is user-friendly, mobile-responsive, guided, and measured for effectiveness.

Call Center LMS Features
The key to providing an effective call center LMS is providing certain powerful features. You want a solution that goes beyond the basics to deliver training that empowers your agents, customers, and partners.

A few key features to look for in an LMS provider, include the ability to:

Manage your courses without technical expertise.
Test learners’ knowledge through exams and surveys.
Offer a mix of instructor-led training and self-driven lessons.
Certify successful learners automatically.
Create portals to train multiple audiences at once.
Encourage conversations and social learning.
Engage learners through gamification.
Gain insights through actionable reports.
Automate and scale training through integrations with other call center software (such as Scorebuddy’s LMS).
Streamline training through automated workflows.

Your call center LMS should ultimately help save time by automating your training and eliminating repetitive administrative tasks. The idea is to create a learner-friendly environment. But what exactly does that look like?

Benefits of LMS for Your Call Center
The right call center LMS can drastically improve how your agents learn. In particular, there are eight major benefits.

1. Highly Specific Training Per Employee
Call center training can be ineffective due to a lack of proper planning and the inability to individualize learning to each attendee. Istead, it’s essential to identify the critical needs of each employee and then work to meet those as required. That’s what a call center LMS can and should do.

Each employee is a separate “user” within your LMS, which means they can manage the courses and training sessions that are essential to their development. And even better, your trainers can quickly and easily segment agents into teams based on specific characteristics so that similar learners can work together through course catalogs and learning paths.

And with the ability to track each employee’s progression through exams, surveys, and training histories, you can quickly and easily adjust the learning schedule to best meet each agent’s specific and unique needs. It’s an efficient and scalable way to personalize training.

2. More Engaged Employees
Every year, over $500 billion is lost due to employee disengagement. That’s because disengaged employees don’t work as hard. They do the bare minimum and are not motivated to take the initiative and drive new business. It has a huge impact on productivity, costing your company revenue.

A call center LMS center is highly engaging. It’s an easy-to-use platform that encourages your employees to spend their valuable time learning. Accessible anytime, anywhere, and on any device, a well designed LMS helps you create “learning paths” that guide agents through their training in an engaging way.

The best systems allow both mandatory and self-directed learning to meet your needs. They also offer gamification and catalogs of classes, so your agents can decide what works best for them and how they’ll remain the most motivated to learn. And with the ability to set clear goals, milestones, and recognize achievements, you increase overall employee engagement.

3. Less Employee Turnover
Every time an employee leaves your company, you have additional expenses: severance pay, exit interviews, recruiting and onboarding for the new hire, and lost productivity. According to the Center for American Progress, for employees who make $75,000 or less, it costs about 20% of their salary to replace them.

Employees want training. According to a LinkedIn report, 94% of employees would stay at a company longer if the company were invested in their development. By offering your employees training, not only will you increase profitability, but you will decrease employee turnover.

4. Track Training Progress and Effectiveness
Training and development is your most important company policy, according to 68% of workers. But how do you know if the training you provide actually nurtures the skills your agents need to gain a competitive advantage? A call center LMS offers insightful and actionable reports that you can use to track the progress and effectiveness of your learning goals.

From exams and surveys that test agent knowledge to automated daily, weekly, and monthly reports, an LMS offers multiple ways to keep track of your training. This gives your management team valuable data on employee progression, training history, and more. You can easily and quickly track employee learning on a performance dashboard and, from there, organize further training to expand on skills.

5. Increased Customer Satisfaction

Well-trained employees equal happy customers. That’s because customer expectations are at an all-time high, and to not just meet but exceed those expectations, your company has to go above and beyond. Training is a powerful and effective way to do so.

When you train your call center staff using an LMS, you can help your agents develop and perfect their customer service and communication skills. They’ll learn exactly what it takes to assist customers, demonstrate empathy, and handle customer complaints.

Within the learning system, they’ll be able to practice interactions and gain feedback on their performance, so they can learn what to do and what not to do. And because you can monitor their progress, you can help your call center agents avoid mistakes while learning at their own speed. It’s a valuable way to teach not only technical skills but also soft skills, processes, products, services, and compliance.

6. Simplified Remote Learning
With the COVID-19 pandemic making many offices virtual, training has become far more difficult. Remote call center training requires a different way of thinking that avoids disconnection, delayed communication, distractions, and a lack of resources. The good news is that an LMS can help with all of this.

It offers an incredibly effective virtual classroom to help you quickly and efficiently disseminate essential learning to individual agents and groups, all at one time. It’s a cost-effective way to share knowledge and information anywhere and at any time. The key is the ability to offer a range of learning options from video lessons to online tests, downloads, podcasts, games, software integration, and more.

7. Cost-Effective Training
The global workplace training industry is worth $370.3 billion. But unfortunately, for many companies, the sizable funds they invest in employee training can go to waste focused on ineffective learning, outdated materials, and lack of scalability. With a call center LMS, you can ensure better training for less money.

Not only does an LMS help you train hundreds, or even thousands, of employees at one time but, because it’s all online, it’s effortless to create new training material as needed. This means that you can spend less money on trainers and materials that will lose their value over time. And instead, you have the freedom to amend your learning processes at a moment’s notice, so training stays fluid and cost-effective.

8. Automated Training
Delivering and managing training takes a lot of time and energy on behalf of your management team. However, an all-in-one LMS training solution can help you create a consistent training system that is easy to roll out and manage with many functions automated within the interface. This helps you engage and train large numbers of employees at once.

By automating your training through an LMS, you save time by eliminating common administrative tasks. For example, you can connect your LMS to your HR system to automatically add and enroll new staff as they are hired. You can also effortlessly assign courses and learning paths to groups or individual users with the click of a button. You can even set notifications to remind your employees that it’s time to learn.

As you can see, investing in a high-quality call center learning management solution can have a significant impact on your business. Not only will it help you increase productivity, but you’ll improve customer satisfaction, decrease agent turnover, and ultimately earn higher profits. The key is to choose the right cutting-edge LMS geared specifically towards the contact center.

For more information on Scorebuddy, Scorebuddy LMS™ and Scorebuddy Academy™, visit

Dick Bourke
Co-Founder - Scorebuddy Dublin, Ireland. My role is to develop our business locally and internationally. In addition I identify new service opportunities to bring to our development team and to evolve our service offering.


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