Using Call Center Data to Drive Learning Impact

Working in a call center can provide a wealth of data to inform training and development strategies. Years ago, I reviewed incoming calls related to new customer implementations at a software and services company. The data showed a significant finding. Within the first 60 days, a large percentage of new customers called with questions about the same topic.

In response, I designed and implemented a training intervention focused on that topic. We included it in our new implementation packages and offered it as a standalone session. After launching the training, we monitored the calls again. The number of inquiries on that topic dropped to nearly zero in the same 60-day post implementation window.

Because we had the right data, we were able to make a targeted, cost-effective improvement that had real impact. It also helped smooth the onboarding experience for new customers, ultimately increasing satisfaction.

The project happened before “data analytics” became a buzzword in HR and before any AI tools were available. That particular call center was simply collecting the right data in a usable way. Later in my career, I worked with other call centers. The vague or inconsistent call categorization in these centers made it difficult to diagnose problems. Without clear data, it was harder to design targeted training. Enhancing the overall customer experience became a bit more challenging, whether for trainers, call center reps, or the customers themselves.

If you’re in Learning & Development, you understand the drive to make a difference. You want to create meaningful experiences and support people in doing their best work. In this case, the data made it easy to measure success. We were looking at the same call volume metric before and after the intervention.

When learning challenges come with clear, trackable data, it’s a powerful reminder. Information is only useful if we know how to use it. It is essential to listen closely enough to ask the right questions.

What data do you already have access to and how might it help you shape better learning experiences?

Amanda has over 25 years of experience in learning and development, employee engagement, and recruiting. She is the author of personal development workbooks which you can check out here: https://hg-people.com/bookshelf/