Do you have a training system in place?
I am sure whatever company you work with, the answer would be a YES. It could be a classroom based training, an elearning system, a practical or a mix of these – but it’s there. And it’s done on a monthly/quarterly basis.
Does it work?
I’m guessing a lot of you will say YES for this one too.
But, how do you know it works?
– Is it showing in your revenue?
– Do you have any statistics supporting your answer?
– How can you validate them?
According to ASTD, the spending on employee training in the US alone is $165 billion, and the time spent by an employee on it is 30.3 hours per year. Average money spent to train each employee is a whopping $1,195!
These numbers are a clear indicator that the organizations care about training. But that’s about it. Period.
With so much effort and money being spent on training, the real question is – Did anyone actually learn?
Only 28.6% of organizations that deploy employee training track its real world application. Only 31.7% track the performance of employee training, and 10% track nothing! Nothing at all!
But why are you not thinking about it? Is it too hard to manage? You don’t see a clear solution in place, or are not sure how to go about it? It is time we all got out of our comfort zone and tried thinking of a solution to THE most important question – Did anyone actually learn?
See how Capabiliti helps you measure the effectiveness of your training initiatives by implementing more than the Kirk Patrick model.
Most of the small number of organizations that are even bothering to measure the impact of an employee training program (in terms employee performance), are majorly relying on anecdotal evidence. Here, I have to tried to put together a few steps (with an example of training of outbound tele-caller employees responsible for inside sales), that might help you answer the question – Did anyone actually learn?
1. Do the necessary ground work before deployment of employee training program
In order to make employee training impactful, it should be aligned with a learning goal. Why is the learning being deployed? What is the desired result? In most of the cases the desired result is poorly thought out, and hence disconnected from the training. So before you actually deploy any employee training, find out the answers to the following:
- What exact skill do you need to impact? (eg. Increase in sales effectiveness of the inside sales team)
- What changes are expected post the training? (Better negotiation skills? Better communication? etc. Keep this as detailed as possible)
- What would be the exact indicators to measure the expected change? (Number of calls dropped, Number of sales being made, call duration etc.)
2. Know your target, get your pre-training statistics right
How can you possibly wish to measure the impact, if you do not have your pre-training statistics in place? Know the level of your employees and have it documented before you start the training. Without this, no before-after measurement can take place.
Without this data, it would be shooting in the dark which is as good with your learning program as it is with a gun. How can you deploy a sales training for your customer sales representative without knowing if they are lacking in negotiation skills, or communication skills, or requisite technical product knowledge.
3. Keep measuring during the employee training program
Now that you have an employee training program that is aligned to your business goals, and you have the measurement parameters in place. But to ensure that the training is being effectively accepted, a number of things need to be constantly tracked, such that preventive actions/course correction can be done mid-way itself. Things like:
- In case of e-learning, are people even logging in, do they want to do the training?
- Are they completing the course, are they moving forward, you should have tools in place which tell you about the same.
- How many users completed the training? Did they simply finish it off in a day’s time or did they actually take the required time and consistently did the course.
- What was the scoring like, how are people scoring? All this would help you give a broad level idea of the content quality, if it is too hard or easy.
4. Post employee training measurements
So now the people have completed the training program. Thanks to the processes you put in place, you know that (say) 76% of your employees completed it. But have their skills improved? Can an objective question tell you if your agent will be making a better sale on the phone? Or if your trainer says the people are good enough, are they actually are? We need to have better tools to measure post-training effectiveness, be it of classroom or e-learning.
Here is a report generated by Capabiliti on how the trainees reacted to the training they received. This covers things they liked about the training as well as things they would want as a part of their trainings in the future.
There are multiple ways to do it, the two that come to my mind are:
- Auditable visual records – Traditionally a teacher could assess by giving employees, use cases in class. Technology can help you replicate the same – by role playing. Imagine your customer care agent uploading a video where he records his response to an irate customers query. Now imagine a training manager having access to those videos or visual evidence on what is the person doing right and what not. This would not only help you to measure the learning that has happened, but also plan your next training accordingly.
- Mapping pre-training and post training data – Imagine having a visual chart, which tells you your agents performance before and after the training on the parameters you had set in the first step. Eg. Your agent has become better in negotiation skills but not so much in English communication. These snapshots of an employee’s ability can give a clear picture on what he learnt out of the training, where he is lacking, what more need to offered to him.
5. Measuring Business Impact
All said and done, tracking employee training impact on business is a must.
- Qualitative measurement – With reference to our example of tele sale agents and measuring their sales effectiveness, feedback from there senior managers could be taken on the change in there behaviour and skillsets
- Quantitative measurement – Parameters that we had set in the first step, things like number of sales being made, drop off rate, time to close a sale, call duration could be tracked and conclusions could be reached.
As evident from the statistics shared, a lot of money is spent on training each employee. If the same is not measured, then how will you ever know if you got your money’s worth. So these steps before and after the training might not only make the training more effective but also help you measure the effectiveness. Capabiliti by Qustn helps you do just the same. It helps you assess your employee’s pre and post training and lets you track the results of it in depth through a user friendly dashboard. Helping you measure the training’s effectiveness and chart out the way forward.
Experience Capabiliti’s learning and engagement platform. Or get in touch with us to know more.