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Call Recording Featured Article
January 08, 2010
On-site Training or Webinar: a Debate
By Kelly McGuire, TMCnet EditorWhen a call center company purchases a software product, some form of training is often required to familiarize employees with the “how,” “what, “where,” “when” and “why” of the system.
The type of training a company seeks, however, is a decision that can vary based on allotted time, the amount of employees and how much learning is really necessary.
For a company implementing a call recording or quality monitoring solutions, there are two different types of training – on-site or Webinar-based – that, if conducted, can increase the understanding of a user.
Now, all a company has to do is choose the training system that works for them.
According to East Hartford-based Coordinated Systems, Inc., or “CSI,” a provider of both call monitoring and call recording systems, there are benefits to each training session.
“While both training options offer a high-value, personalized training approach with a tenured, professional member of our training team, ‘Webinar training’ is often selected because of convenience and cost savings,” CSI officials said, adding that the lack of travel expenses offers trainees a way to save additional costs, that they’d normally accrue with on-site training.
However, with on-site training, employees feel less detached than when just listening to a Webinar. The “hands on” approach also allows trainers to gain an appreciation for a customer's environment and culture, CSI officials said.
“Our people become familiar with the staff, and vice-versa, where faces are attached to names and titles,” company officials added.
But, with Webinar training, schedules can be flexible and more easy accommodated, and have the ability to provide as little or as much training as the trainee needs.
According to CSI officials, on-site training is typically conducted over two business days while Webinar training can be spread over multiple days.
“Either way, the customer benefits greatly and is hand-held as much as needed,” CSI officials said. “We have earned a stellar reputation in the industry by offering superior customer service, and a great success story always begins with great training.”
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire