Why Frontline Teams Could Benefit From Making Training Mobile

This blog post is by our friend, Alexa Lemzy. Alexa is the content author at TextMagic. She is passionate about the ways to improve customer experience and boost B2B marketing. You can reach her on Twitter @Alexa_Lemzy

Introduction

Frontline customer service and sales teams see better employee performance, satisfaction, and retention when employees have genuine, convenient opportunities to develop their skills. Mobile is an effective platform for training because employees take training on the go and refine their skills in their spare time. 

Mobile training has a number of benefits for frontline teams:

Continuous Learning

Providing learning opportunities for your staff is a key part of attracting and retaining the best workers.

Arranging for employees to take time away from their usual tasks to attend long training workshops means time away from their team, which comes with a number of issues to overcome:

  • Employees in training will need someone to cover their workload
  • Instructor availability can limit your schedule and the number of people you train
  • An appropriate training space will need to be arranged for every training session. 

These factors mean that for most businesses, it is only practical to train employees in large, in-person groups. But it doesn’t have to be this way.

Train Employees Individually

Mobile training resources allow you to train employees on an individual level. 

Your employees  don’t need to wait for a space in the next training group, and the training you offer is not limited by numbers or trainer availability. Mobile training enables teams to pick up training during their downtime at work or at home, so they can stay on top of their responsibilities while still developing their skills. Some teams even combine mobile training tools with automated ones to provide an easy way to update employees on their training progress when they’re not in the office.

Vox Mobile has used mobile training to train customer support staff without impacting their service-level agreements. By delivering training content directly to employees, Vox Mobile has increased their learning efficiency by 52%, saving more than 3,000 hours of lost work time so far. 

Employees Learn At Their Own Pace

A traditional training class either moves at a pace that is too slow for your highest performers or too fast for everyone to keep up. This can lead to employees feeling frustrated by slow training or stressed out if they feel left behind.

Mobile, online training allows trainees to progress at their own pace. Employees can speed through parts of the training they already know and spend as much time as they need repeating the areas they need to work on. This reduces the amount of time your skilled employees spend re-learning the skills they already have, and ensures your training programs don’t discourage people who have a lot to learn.

Company Updates

Mobile training tools are a great way to update your frontline teams about your: 

  • Latest products
  • Service changes 
  • Current promotions
  • Pricing changes

Staying on the same page is vital for frontline teams, who are often a customer’s first point of contact when they want to discuss these subjects.

Lack of consistent training on your latest offers and service changes can leave your frontline teams overwhelmed as they need to constantly fish around for the latest information. It’s also a distraction for your marketing team, who your frontline teams will need to contact to find out about promotions and deals.

Improve Training Completion Rates

U.S. Cellular faced major problems with keeping their frontline teams updated with the latest information. Learning and passing the right information on to the relevant parties was taking up way too much of their team leaders’ time, and it resulted in disorganized training. By using Lessonly, they are now able to assign training content to employees directly and see much higher training completion rates.

Mobile training lets you walk frontline teams through the latest changes and discount processes without taking them away from their regular tasks.

Interactive Education

A mobile training app makes it easy to create interactive training materials. Interactive training is more memorable and engaging than traditional training methods, and it helps your employees retain information and apply their knowledge in a range of scenarios.

In addition to performance-based point rewards, rewarding trainees for making progress every day will motivate your employees to keep working and learning even if they are struggling.

These methods provide an easy way for trainees to visualize their progress, which can be a powerful motivator as well as showing where they need to focus their learning.

Scenario-based Training

Scenario-based training is very useful for frontline teams, enabling them to practice difficult customer conversations and put themselves in your user’s shoes. 

Mobile training apps can allow trainees to practice these scenarios outside of their training sessions. For example, a training scenario could provide trainees with a series of audio clips of real calls and quiz them on the best ways to respond and move the conversation forward. 

It can be difficult to give everyone enough hands-on training in a large group, so this helps ensure everyone can get enough practice.

Conclusion

Long story short, mobile training methods offer many benefits to both employers and employees.They enable more engaging training exercises, increase the ability to develop each employee’s skills, and empower employees to learn on their own time and at their own speed.


Do Better Work with Lessonly’s Mobile Training Software

Lessonly is powerful simple virtual training software that helps teams learn, practice, and perform like never before. Sales and customer service teams across the world use Lessonly to build effective onboarding and ongoing training that fuels success. Learn more and demo Lessonly today!

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