To measure the effectiveness of product specific training in the center would be to check back with the agents with written tests and role plays. What is important though is having them to practice their knowledge in a real life situation to hone their problem solving skills.
Hot seat role plays have been used for years and it isn't a favorite among new agents. But, it has helped a lot and agents are ready to face the challenge in a live call.
What happens?
A trainee role plays with the trainer or with another trainee in front of the whole class. The system is projected onto a screen for everyone to see and follow every step of the way while it is being acted out.
What are the effects?
Most agents hate going through this for fear of making a mistake in front of the whole class. More often than not, they would freeze and fail to finish the whole play. I've seen some agents freak out and quit the class.
But, more than 80% of the time, the agents are always alert and ready to go after it has been done the first time. They are more receptive of the idea and would rather finish their turn. Some would practice and "show off" their capabilities.
The most important thing to do is to set their expectations that this is not an exercise to embarrass people and point out the mistakes. It is to prepare them for the live environment. On a trainer's perspective, this will help gauge whether the class or individuals need more time and help to understand the topic.
They will hate it but they will thank you later.
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