The LR Group has developed training programmes for the Absa call centre, based on a blended learning approach.
Blended learning combines online and face-to-face learning. It is a multi-modal intervention or a "layered learning approach that joins the dots between theory, process and systems", says Irwin Van Stavel, managing executive of custom courseware at The LR Group.
The call centre supports a team of 28 trainers which run an ongoing training programme that operates like an onsite college, says Mornay Van Der Merwe, GM of the call centre.
The programme allows for live simulation of the business environment. Learners may therefore gain work experience through knowledge, skills and behaviours in the working environment, which optimises skill, says Van Stavel.
Thirty percent of the curriculum is e-learning-based and runs in the PC environment at the learning centre, rather than at the employee`s desk, says Van Stavel. The programmes are self-directed, so employees are motivated to progress in their own time. The course is a multimedia experience using voice technology and interactive simulations, he says.
The curriculum is job-specific, and aligned to the National Qualifications Framework and accredited by the Sector Education and Training Authority of SA, says Van Stavel.
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Managing a winning call centre
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