Real world simulations work the best when it comes to training . If the training class can be divided in groups and play out different roles and a team of people doing observation and giving individual feedback . The training can be divided in levels like in video games, adds excitement to the whole process .

Dont just use a text book or E-learning, the hight % of people require the live environment to truly learn the systems. Instead maximise new innovation to satisfy all learning types, advances like AI Trainers have proven to support accelerated learning for many sectors. We've developed and launched AI trainers in to present simulation calls to agents to enhance system knowledge, difficult scenario management and assess product knowledge retention.

From my own experience I have found that pairing experienced staff with those that need to be trained usually produce the best outcome. Preferably, I would like the staff to be sitting side by side one on one to provide best training experience for both parties. Furthermore, the two would alternate from “driving”(operating the new systems) & “copiloting”(performing the service eg. customer call). In the case of, being limited on fully trained and operational staff members. I would first prioritize daily operations and select dedicated staff to provide training in a team environment and spending additional time with those who need it. In the case that, all the staff is individually remote I would utilize softwares such as Teramind.

1. Pre-Onboarding Preparation 2. Blended Learning Approach 3. Hands-On Practice 4. Just-in-Time Training (JITT) 5. Mentorship & Peer Learning 6. Interactive & Engaging Methods 7. Continuous Support and Feedback 8. Evaluation and Improvement

Microlearning Modules Short, focused video tutorials and interactive lessons (5-10 minutes) Covers specific system features or workflows Helps avoid cognitive overload and improves retention 2. Hands-On Simulations & Sandboxing Provide a safe environment for agents to practice tasks Use real-life scenarios to reinforce learning Reduces errors when transitioning to the live system 3. Blended Learning Approach Combine self-paced e-learning with live instructor-led sessions Allows flexibility while offering real-time clarification

For onboarding BPO staff quickly to new systems, here are a few approaches I go for: 1.Microlearning: Break down training into short, focused modules for easier absorption. 2.Role-based Simulations: Allow employees to practice tasks relevant to their role, enhancing system familiarity. 3.Gamified Learning: Add elements like leaderboards and rewards to keep training engaging. 4.Job Aids: Provide quick reference materials like cheat sheets for easy system navigation. 5.On-the-Job Training: Let staff work on real tasks with supervision for hands-on experience.