School’s in Session – And Online: Telereps test Web training and tracking

Add teleservices training to the list of things being revolutionized by the Internet.

Largely because it’s cheaper than CD-ROM training programs, seminars with live trainers and training manuals, Marteann Bertrand, president of Comsource Inc., thinks Web-based teleservices training will quickly become the norm.

“I think we’re going to see less and less on-site training and written materials used for training,” she says. “Eventually I see video-conferencing replacing live training sessions.”

The Billings, MT-based teleservices consulting and training firm is one of five companies currently beta testing multimedia Web-based programs for tracking and training teleservices reps with TrainNow.net, also based in Billings.

“We see lots of room for Web training, considering the tremendous growth and history of turnover in this industry,” says Dwayne Jelinek, vice president of marketing at TrainNow.net.

Programs are being developed using audio, video, text and graphics for online training sessions and skills assessment testing. Database applications are also being tested for tracking reps individually by maintaining performance and training records, accessible to the reps, supervisors and managers with the proper passwords.

With Web-based programs, companies can schedule just-in-time training sessions for new hires and online briefings for reps working on new campaigns. Training programs can be accessed from multiple locations simultaneously. The automated system can randomly generate one of three versions of tests and materials for trainees and managers.

According to Bertrand, the Web-based programs being developed are the first to capture and combine all the historical training and performance records in one database. “Very little of what we’re doing is new, but we are among the first – if not the first – to put everything all together,” she says.

Working with its U.S. and Canadian clients, Comsource is developing an orientation training program for inbound and outbound reps. Eight different Web-based courses – each running 15 to 20 minutes – are being tested by Comsource.

Current courses focus on developing and measuring sales, listening, and data entry skills. Additional courses being developed include professionalism, ergonomics and stress management. A future teleservices certification program will include a pre-test on general knowledge of customer service and teleservices practices, online skills training exercises and a follow-up test.