System and method for increasing completion of training

Abstract

Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

Description

RELATED APPLICATIONS [0001] The present application claims priority to U.S. provisional patent application entitled “System and Method for Improving Adherence to Training Schedules” filed on Nov. 5, 2001 and assigned Ser. No. 60 / 338,522. The present application also incorporates by reference U.S. Pat. No. 6,324,282 entitled “Method and System for Delivery of Individualized Training to Call Center Agents”, filed on Mar. 2, 2000, and U.S. patent application entitled “Method and System for Scheduled Delivery of Training to Call Center Agents”, filed Mar. 6, 2000 and assigned Ser. No. 09 / 442,207.FIELD OF THE INVENTION [0002] The present invention relates generally to call centers for managing customer communications and, more specifically, to improving adherence to training schedules so that agents receive adequate training breaks. BACKGROUND OF THE INVENTION [0003] A call center is a system that enables a staff of call center agents to service telephone calls to or from customers or ot...

AI Technical Summary

Benefits of technology

[0012] The present invention supports the provision of training to agents in a call center or other type of constituent contact environment. Training is transmitted during scheduled training breaks over a communications network to agents in a call center. The training component monitors the training break to determine if the agent actually completes the training. If training is completed, a record is maintained that the agent has completed the training break. If the training is not completed, the training break is stored for rescheduling with the agent during another time. The invention also enables scheduling of spontaneous training breaks during periods of low workload. Scheduling spontaneous training breaks allows agents to capture previously missed or unfinished training breaks and enhance their skills.

[0015] In yet another aspect, the invention provides a system for improving the completion rate of agent training. The system comprises a training component that can be coupled to a communication system of a call center. The training component can receive workload data from an automatic call distribution component and examine the data for periods of low workload volume. The training component can advantageously use the periods of low workload volume for scheduling spontaneous training breaks. The spontaneous training breaks can be monitored by the training component, just as a regularly scheduled training break, to determine whether it has been completed. Incomplete training breaks can be maintained on a list of pending training breaks for rescheduling at a later time.

Problems solved by technology

Despite the ability of the WFM component to schedule training breaks for agents, one common problem with CBT systems is that agents are often unable to complete the training or other material provided during a training break.

For example, the workload may be greater than anticipated requiring agents to prematurely end or completely forego a training break.

Also, agents may be distracted by other activities and be unable to complete a scheduled training break.

A common problem in many conventional call centers is low adherence to training break schedules.

Low adherence results in agents who are ill-equipped to perform their jobs.

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