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Tips and Tricks: QA Scorecards to Enhance Agent Performance
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5 Ways SymTraining Aligns with the Kirkpatrick Model
Adding SymTrain to your training curriculum will have a direct impact on achieving levels of the Kirkpatrick Model.
SymTrain
Mar 20, 2023
Although it was first developed in the 1950s, Donald Kirkpatrick’s Model to evaluate the effectiveness of training and learning programs remains one of the most commonly used standards today. Most experts will agree that it offers the most complete assessment of training’s impact on individual performance. By evaluating the learning program on four different levels, it offers a more complete review and a step-by-step process that breaks down each step into manageable segments with actionable items for improvement. It starts with a thorough look at learner engagement, knowledge, behavior, and ultimately the long-term effects on their job performance.
What Are the Four Levels of the Kirkpatrick Model?
The assessment criteria of the Kirkpatrick Model rates training and learning programs at four different levels: reaction, learning, behavior, and results.
Level 1 - Reaction
The first level measures the reaction of the learners. It focuses on data pertaining to how training was received by the participants. At this step, you are determining if the content and delivery were relevant, favorable, and engaging. A simple survey following training will give strong insights into what people took away from it.
Level 2 - Learning
When you reach level 2, you want to determine whether trainees have acquired the knowledge, skills, attitude, confidence, and commitment they need to use the content. There are formal and informal ways to assess this. For example, it may include written exams or evaluation of accuracy in their daily performance.
Level 3 - Behavior
Level 3 is one of the most important steps because it reveals the impact of the training on the participants. Looking at individual performance will determine if the information they gained through the training is being applied on the job. Ultimately, you want the training program to affect lasting changes in behaviors and habits that will help you achieve your larger performance goals.
Level 4 - Results
The last level looks exclusively at the direct results of your training program. This usually entails a comparison of your desired outcomes against key job performance metrics to determine if your goals were achieved through the training.
5 Ways SymTraining Aligns with the Kirkpatrick Model
Most training programs can effectively accomplish the first two steps. However, SymTrain has proven to be an important tool in taking training to the next level to help organizations achieve positive responses at all 4 Levels of the Kirkpatrick Model.
1. Level 3 - Establish universal learning objectives for individual users.
Traditional training provides the same content and criteria for every user while SymTraining provides targeted content for each individual learner’s needs. With unlimited repetition, each employee can practice their unique challenges with immediate feedback on how well they apply knowledge and perform.
2. Level 3 - SymTraining provides clear guidance to track the improvement in overall performance.
Supervisors can access performance data to track individual and group metrics to ensure that users are applying what they have learned to perform desired service levels. By providing valuable insights into individual and team performance, managers can easily identify where users are excelling and which skills need more coaching and specialized training.
3. Level 4 - SymTrain produces simulations based on best call outcomes.
Traditional training methods focus on knowledge while SymTraining focuses on situational learning developed from the best of your actual call outcomes. By automating role-play and coaching exercises that guide employees through performing actual job functions, employees learn 40% faster. Users consistently report that they feel more confident and better prepared to help real customers after using SymTrain.
4. Level 4 - Targeted feedback models the desired outcomes.
SymTrain utilizes AI and voice analysis to provide immediate, targeted feedback of each attempt, helping reinforce various learning objectives. By tracking the total number of attempts and evaluating the accuracy, concentration, and tone of each role-play exercise, employees improve their performance in conversations, soft skills, and screen navigation in less time.
5. Level 4 - Adding SymTrain to your training curriculum will have a direct impact on several of your business’s Key Performance Indicators.
Agents who complete SymTraining exercises demonstrate faster speed to proficiency, more confidence in their abilities, higher first-call resolutions, and lower handle times. These outcomes lead to greater customer satisfaction with fewer disruptions in service delivery. It also greatly reduces the time and costs of training, offering a greater return on your investment than any other product currently on the market.
With SymTrain, you can provide your employees an immersive learning experience that will lead to better performance and a more impactful training program. Automated role-plays can help you effectively achieve each level of the Kirkpatrick Model and transform your training. Test it out for yourself today and register for a free trial to see how it can help you achieve lasting results.