Churn and Burn or Learn and Earn

Article courtesy of Transmit Magazine

Churn and Burn or Learn and Earn

Why it's time to invest in frontline training and the resources to help you

By Camilla Formica

Training just isn’t in the budget this year.

I don’t have the time to put together an internal training plan.

Training just doesn’t have an impact on my bottom line. 

These are prime examples of what we hear when we talk to companies about training.  Training is an afterthought, a nice-to-have, and money better spent elsewhere.  What most fail to recognize is that training, whether for a new hire, progression or remediation of experienced personnel, is a vital investment, the effects of which reverberate across the entire organization. 

Training is not an isolated component of your company’s day-to-day operations.  Across your organization, training is a money-saving, employee-retaining, churn-reducing, customer-saving strategy. Training expands an employees’ knowledge which heightens their confidence, increases their productivity, improves their job performance and increases their loyalty. Higher retention means lower turnover and fewer resources spent on recruiting and onboarding, which improves your bottom line. 

The Customer Experience

In a 2015 article by Gartner, 89% of executives said their primary mode of competition will be the customer experience.  As our industry moves toward a more-commoditized environment for products and services, the competitive advantage for operators will be the service they provide to subscribers. 

Stop for a moment and think about how rapidly our industry is evolving.  Technicians and care representative’s anticipated skills go above and beyond a simple customer premises installation or a service call. These employees need to be savvy on any and all devices, to be able to understand/connect smart home devices, and to understand how to safeguard networks.  A well-trained, confident employee provides quality and expedited service which results in a better customer experience and contributes to higher customer retention.  In an era of ever-declining interactivity skills, we are asking our frontline employees to become even more adept at working with the highly tech-savvy customer.

The Critical Approach to Training

For training to be effective, it needs to be specific, targeted, and delivered to your employees in a clear, concise and proven way.  Your training approach should be prescriptive and precise to each member of your team.

Some people learn best by watching short YouTube-style videos, while others prefer learning activities.  It is also important to consider the knowledge your employee may already possess. You shouldn’t train an entry-level employee the same way you train a seasoned employee. The delivery, tempo, and order by which topics are introduced and taught should be well thought out. 

Yes, it’s seems overwhelming and expensive, but it doesn’t have to be.  Organizations that specialize in corporate training, such as NCTI, can alleviate the heavy lifting by designing and delivering targeted, relevant training in an intuitive, easily-accessible and economical fashion.                                                                                              

How NCTI Focuses on the Distinctive Needs of the MSO

Since each operator is different and unique, one size fits all training doesn’t work.  We address the objectives and goals of each business unit within the organization, then design training and tools that track to improved work performance and unified operations.  NCTI has created its products and services to align and augment operator's internal training to ensure successful development and progression for employees, regardless of whether they may be new to the industry or they are steadily advancing in their careers. We support the rapid changes in the industry with an emphasis on data-driven learning management and digital learning.

Amp (v.2), NCTI’s proprietary learning management system, supports knowledge reinforcement and retention, and serves as a quick-reference tool an employee can consult while in the field. Amp also sharpens the operators view into performance across the organization.  With Amp, supervisors can look at individual employee dashboards, identify knowledge gaps based on course performance, and address specific remediation training.  Through Amp, NCTI can also provide customized options to help increase net promoter and customer satisfaction scores. 

NCTI’s Enterprise License Program affords operators the ability to select content applicable to their organization’s objectives at heavily discounted rates. Organizations that have taken advantage of this program have experienced a significant uptick in course enrollments which has translated to more deeply and effectively trained employees who, in turn, are providing a more superior level of service.

Future Development

Next on the horizon is the market deployment of NCTI’s Prescriptive Learning model. Many operators experience a large amount of attrition during the onboarding process for frontline personnel; the training required is either way above or well below the new hire’s skillset. Through assessments, NCTI’s Prescriptive Learning model identifies each person’s aptitude then creates a custom training program unique to their needs.  

About the author:

Camilla Formica leads business development, client cultivation and sales management for NCTI. MSO customers count on her and her team to deliver flexible digital, online and traditional enterprise learning models that are timely and cost-effective solutions for their enterprise learning needs. 

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