LogiCall implements a training system of employees

On March 18, 2014 the contact center of LogiCall announced implementation of an electronic training system and testing of personnel on the platform of the solution Moodle.

Project Tasks

Project objective - creation of a common information space for structuring and preserving of knowledge accumulated in the company. At the same time, a system will help with training of operators on all regional platforms of contact center, according to the general corporate standards.

The main advantage of such technique – in uniform approach to assessment of knowledge and level of training of operators on any platform. It is obviously important for the company executing projects of federal level: for large banks, telecommunication companies, state bodies.

The new training environment will allow to carry out the uniform corporate training programs for employees of all platforms of contact center – in Moscow, Krasnoyarsk, Saransk and Minsk. Employees work in a system with the corporate knowledge base according to solutions and services of contact center, also it is used for an examination of employees, passing of certifications, planning of career development.

"Even if we put some products into practice not so often as others, it does not mean that employee competence on them can be lower. In order to avoid decrease in level of knowledge the system of virtual training – a set of electronic rates constructed according to the classical scheme was also implemented: the schedule of work on a training material, intermediate tests upon completion of the main stages and the final test at the end of a rate", - Dmitry Gurov, the head of the Moscow platform of contact center of LogiCall noted.

Project Progress

As the platform, the company used the virtual training environment of Moodle – one of solutions in the field of eLearning created on the open code.

The training system is placed on the internal LogiCall portal based on CMS of own development.

Project Results

The general time of project implementation was four months. Selection of questions for an examination is conducted in the mode of the accidental choice, it gives the chance to receive an objective picture of knowledge, making impossible selective preparation for known questions and subjects. In each test - a new set of questions, and it is possible to hand over it, only owning all completeness of knowledge of work of the operator.