Elevating Training for Agents With Active Learning Digitally Irresistible

iQor's Active Learning Approach in Business Process Outsourcing Creates Irresistible Employee and Customer Experiences
 
On this episode of iQor’s CX Labs Digitally Irresistible podcast, iQor Senior Manager of the Active Learning Classroom Tarisse Grant-Shelton explores the evolution of training and development at iQor, a business process outsourcing (BPO) company with more than 25 years of experience in customer service. She delves into training best practices that impact the onboarding of frontline employees and the positive results clients enjoy with active learning. Get ready to discover firsthand how iQor is revolutionizing training practices to deliver top-notch customer experiences.
 
iQor's active learning approach engages employees in the learning process through experiential and differentiated learning methodologies, instilling confidence and competence for performance excellence.
 
Read on to learn more about how iQor elevates employee training  through active learning that improves performance and customer satisfaction in a CX landscape that creates smiles.
 
 
The Evolution of Training at iQor
iQor has redefined its training processes in business process outsourcing CX from traditional, passive learning to active learning that enables trainers to adopt a facilitative role and empower frontline employees with a structured approach to practice their new skills in a safe learning environment. Active learning research shows that individuals who take charge of their learning tend to understand and retain knowledge better, demonstrating higher proficiency when transitioning to service delivery roles.
 
For the past two decades, Tarisse has played an integral role in this evolution, working in every facet of training at iQor. This experience has prepared her for her current role helping trainers become the best versions of themselves.
 
She supports trainers with the knowledge they need to succeed in active learning classroom environments, blending experiential and differentiated learning to prepare agents with the confidence and skills they need to provide exceptional customer service. She also helps trainers develop surveys, boost Net Promoter Scores (NPS), and master coaching and development techniques.
 
The 3-Part Active Learning Workshop for Trainers
iQor's active learning workshop plays a pivotal role in transforming the training experience for frontline employees by equipping trainers with the skills they need to excel as facilitators. The workshop consists of a primer, three-day workshop, and practicum.
 
Part 1: The Primer
The primer allows trainers to work offline to grasp active learning concepts and foundational knowledge before the workshop begins, optimizing their time in the classroom for interactive discussions and activities.
 
Part 2: The 3-Day Workshop
During the three-day workshop, facilitators create a dynamic environment where the trainers learn from each other and engage in practical scenarios. Trainees receive ongoing coaching (from facilitators and their peers) personalized to their needs throughout each experience to further their development. The scenarios are recorded so trainees can view themselves on camera to self-identify areas for improvement as well. The workshop is a safe place for trainees to test their newly acquired skills and learn from their mistakes.
 
Part 3: The Practicum
The practicum phase is a practical application of the learned skills, ensuring that the knowledge gained is promptly applied in real-world scenarios, thus preventing the information from going into "cold storage." The practicum lasts about 6-12 weeks, enabling trainees to practice their knowledge in the field and build an extensive portfolio and an in-depth understanding of best practices, ultimately leading to their certification as active learning trainers.
 
Check out Tarisse in Episode 2 of our Digitally Irresis