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Time To Proficiency with Training Environment

11483867?v=2019-05-14t18-23-27-727
Published: Tuesday, July 23, 2019
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Hello ATD Family~

     I am working on gathering information for my boss's boss about why we should have a training environment to use during training.   Currently we use screenshots and a broken training system to train our call center agents...and people wonder why we have turnover.  :)    We all logically know that a training environment will work wonders, but does anyone have any documentation/studies/examples of how using a training environment reduces time to proficiency?  I want to have numbers to show leadership that there will be a return on investment with this change.

 

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Thanks everyone!

Becky

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I know this post is old, but we have a way to solve for this. We have developed a call center simulator ACES that allows our clients to build immersive call center simulations -- which is support by Keith's findings. If you're curious to see how it works, go to our website https://verbaltransactions.com/videos/
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This may help- https://journals.stfm.org/familymedicine/2018/february/raleigh-2016-0435/
Their conclusion: ... high-fidelity simulation were associated with a statistically significant improvement in knowledge retention. Knowledge retention after engaged classroom and high-fidelity simulation did not significantly differ. More research is necessary to determine if different teaching methods result in different levels of comfort and skill with actual patient care.
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Hi Becky! I don't have a completed case study, but would love to partner with you on collecting some data and putting something together, as we have a similar situation. We have a training environment for some systems (Salesforce, for example) but not for other systems (our proprietary OMS, or client-maintained CRMs). Feel free to connect with me here or on LinkedIn!
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