This week's Tips & Tricks session featured Prachi Jeewani (Customer Success Manager) and Prateek Sharma (Assistant Implementation Manager), who explored Training Plans, one of SymTrain’s most powerful tools for structured learning. The discussion covered how Training Plans can be used for new hires, tenured agents, ongoing assessments, and even career growth. They also highlighted best practices for setting success criteria, sequential learning, and leveraging training plans for long-term efficiency.
Key Takeaways:
- Training Plans Offer a Structured Approach to Learning: They can include individual Syms, modules, or a combination of both to create a curated learning experience for agents.
- Success Criteria & Benchmarks Improve Training Outcomes: Managers can set Sym Accuracy Scores, Keyword Scores, or Click Scores as pass/fail criteria, ensuring agents meet the required standards before moving forward.
- New Hire Training & Assessments: Many companies use Training Plans as a tool gate to evaluate whether new hires are ready for production, with assessments built into the plan.
- Sequential Learning for Progressive Training: Training Plans aren't just for new hires. They can be used for continuous learning, refresher courses, and upskilling, ensuring agents remain proficient over time. These can be structured with intermediate and advanced levels, requiring agents to pass one stage before moving to the next, reinforcing skill progression.
- Conditional Training Paths Are Possible: While Training Plans apply uniform criteria across all Syms, users can create multiple plans with different success thresholds to assign different content based on agent performance.
- Training Plans Can Be Scheduled in Advance: Managers can pre-assign training plans, making them visible only on a specific date, ensuring agents receive training when needed.
- Use Training Plans to Identify & Improve Weaknesses: If agents struggle with empathy, rebuttals, or CSAT, managers can create focused training plans tailored to specific KPIs.
- Recognition & Rewards Boost Engagement: Some companies reward agents for completing Training Plans, creating healthy competition and motivation through badges, emails, or even team celebrations.
- Smart Work Over Hard Work: Some customers create large Training Plans (15+ Syms & Modiles) but reuse them across multiple batches, making onboarding and assessments scalable.