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Pathlore Software answers call centre problems
Pathlore Software
26-Feb-2004 » Training Press Releases » The Pathlore learning management system (LMS) is helping to reduce a major cost involved in running a call centre operation: 'churn' (labour turnover). Customer churn - which, typically, in the security industry, is over 50 per cent a year - cuts into a company's profit margins, since it costs far more to acquire and train a new call centre operative than it does to keep an existing one.
Since Brink's Home Security (BHS) installed a web portal, from Computer Associates, and linked it to an online LMS from Pathlore, at its call centre, in Irving, Texas, BHS says that its employee retention rate has increased. While many factors have contributed to improving morale and retention, the LMS has helped them make that improvement.
The web portal sorts and tabs the huge amount of data that BHS stores, so employees can now use their computers to keep up-to-date on the company's policies and procedures as well as the latest news. Linked to the portal is the LMS, which delivers, tracks and reports on corporate training over the Internet.
Call centre workers can log on to the BHS LMS through the portal from a computer to learn about alarm systems, for example. The LMS serves up a course on the topic and, at the end, can test the user's knowledge. It then records the worker's score and stores a record for that person's manager.
According to Steve Thomas, Pathlore's CEO: "BHS has discovered that the link between training and labour turnover is that more training spells less turnover. This link has also been demonstrated in Harris Interactive's study of 1,000 US employees, which found that 61 per cent of workers who receive training, education or mentoring are very likely to stay in their jobs for the next five years.
"The web portal and LMS have played a part in helping in other ways, too. BHS has increased its customer base by at least six per cent since 2002. Additionally, BHS has increased alarm installations by more than ten per cent compared with last year - which is almost double the industry's growth rate.
"Recently, we hosted a few of BHS's managers at our global users conference in San Diego," added Thomas. "They said the portal and LMS have gained support throughout the company - from the top down and the bottom up.
"From what we see, employees are using the tools, and this includes people who work the third shift who found it hard to attend training classes scheduled during the day."
Thomas continued: "The web portal and LMS are a method of getting training where it's needed at a fraction of the cost of classroom training. Any call centre that wants to do that might benefit from this technology.
"And, if your business is faced with new regulations, then an LMS is one way to get a lot of people up-to-speed quickly on the basics of those rules. Moreover, if someone wants to refresh his/her memory about a regulation, it's easy to pull up a class on the topic via the LMS, and brush up on the finer points."
End
Notes for Editors:
About Pathlore
Pathlore Software Corp. provides the most widely adopted learning management solution in the world. Over 1,000 organisations and millions of users rely on Pathlore to optimise their business performance. Whether business performance depends on getting sales channels up to speed quickly on new products, increasing quality and customer satisfaction, or reducing costs associated with regulatory compliance, Pathlore learning management solutions ensure that clients achieve the maximum return on their investment in people. Pathlore clients include DaimlerChrysler, Delta Air Lines, Novartis, PNC Bank, U.S. Bancorp, government agencies on three continents and more than 100 health care organisations. For more information, go to www.pathlore.com
Pathlore is a registered trademark of Pathlore Software Corporation. All other registered and unregistered trademarks and trade names are the property of their respective owners.
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