Different industries have different training and learning needs. E-Learning industry has to continually evolve and deliver training as per specific needs of the industry. Similarly, e-learning platforms also have to be continually modified to support the training needs of learners from different industries.
One such example is the Telecommunications industry. It is one of the largest and most fast-growing industries worldwide. Strongly driven by technology, this industry is evolving at a rapid state and is forever in a state of flux. High-speed internet is now reaching homes and offices through DSL (Digital Subscriber Line). The soaring popularity of mobile phones and the plethora of services delivered through the mobile platform has been the greatest game-changer in the industry. With such phenomenal advances, the industry also witnesses a large influx of personnel – the largest numbers being the ‘feet-on-street’, the sales personnel. Continuous employee training is crucial in this industry, to make sure that staff is apprised of changing product offerings, service parameters and technological advances.
E-Learning is effective for this industry for many reasons:
- Telecom companies have large number of learners, spread out across vast geographies. With e-learning it is possible to reach out to all of them in a uniform manner while achieving the desired economies of scale.
- The industry also witnesses a large attrition of personnel. E-learning delivers training in a seamless manner and is learner-driven. New employees can be quickly brought up to speed with e-courses that they can go through as per their schedules.
- Training material needs to be frequently updated and upgraded to suit the changing market conditions and technologies. With e-learning, the course material can be changed as per requirement, without making drastic changes in the delivery mechanism. This saves a lot of time and trainings can be churned out within challenging timelines.
With the mix of pedagogy and technology driven interactive tools like multimedia, innovative e-learning solutions can be developed to cater to the varied needs of the telecommunication industry.
- Technology and concept-based courses form the bulk of e-learning in the industry. By tweaking the content according to the learning needs of different learner-groups, it is possible to impart information that will empower them to excel in their area of work. For instance, for sales personnel, it is important to grasp a crisp understanding of various telecom technologies in order to sell better to the customer. For call-center personnel, it is important to understand the same concepts in a more detailed manner, with special focus on problem-solving. For a manager, handling corporate-sales, it is crucial to understand the concepts in detail in order to make a successful sale at a big corporate. Modules within the same course can be built for different learners, enabling the learners to choose the modules as per their requirement. Similarly, assessments can be built, a different set for each module. This type of targeted learning not only helps in reaching out to the learner better, but empowers them to perform better and achieve their KRAs (Key Result Area).
- We learn best by doing and e-learning can provide ample opportunities to practice and gain practical knowledge in addition to theoretical concepts. For instance, employees have to deal with a lot of documentation from the customer-end that needs to be filled quickly and with the right information. This information then needs to be converted into e-format and finally, verified for authenticity. Using software simulations, sales staff can be trained on the ways of filling up the forms in an efficient manner. The simulations can provide multiple opportunities to master the basics like using capitals in certain fields, filling out required data like pin-codes and so on. They can also be utilized to provide an avenue for data-entry practice, with the least amount of errors and high productivity. Scenario based trainings can also be developed to train employees on faster and error-proof verifications, that provide different scenarios to the learner – prompting them to think and make quick decisions.
- With a large sales staff, just-in-time learning is a growing area of interest for the telecom industry. Most of the sales personnel are out in the field for the better part of the day and have limited computer access. With the advent and increasing affordability of mobile devices, many telecom companies are considering the use of mobile devices to deliver training to their sales staff in a continuous and seamless manner. Interactive mediums like audio and video can be utilized to deliver bite-sized learning that take up very little time and help the learner apply the knowledge gathered better, as and when needed. In addition to training, these devices can store various product brochures and list of services that sales staff can carry at all times and use efficiently to make customer sales.
E-learning can provide training for the diverse needs of the industry and present them in a manner that suits the tech-savvy learner of today.