How to Measure the ROI of Support Training Program?

A support leader can measure the impact of training on their team members’ outcomes by tracking specific metrics, behaviors, and business results. Here is a structured approach:

1. Define Clear Training Objectives

Skill management is the systematic process of:

• Align training goals with measurable outcomes like improved response time, resolution rate, or customer satisfaction (CSAT).
• Identify specific skills or knowledge the training aims to improve, such as product knowledge, soft skills, or technical troubleshooting.

2. Track Pre- and Post-Training Metrics

Use key performance indicators (KPIs) to compare performance before and after the training. Examples include:

• Metrics

  How It Reflects Training Impact

• First Call Resolution

  Improved product knowledge reduces repeat contacts.

• Average Response Time

  Training on tools or processes speeds up responses.

• CSAT Scores

  Enhanced soft skills lead to better customer experiences.

• Ticket Escalation Rate

  Reduced escalations show improved problem-solving skills.

• Knowledge Base Usage

  Improved ability to use internal resources effectively.

3. Conduct Assessments and Quizzes

• Include pre- and post-training assessments to measure knowledge or skill improvement.
• Use Edurigo’s AI-powered Training Needs Analysis (TNA) to identify skill gaps before training and re-assess afterward to quantify progress.

4. Behavioral Observation

• Implement Employee Performance Tracking forms for managers to evaluate behavioral changes.
• Use observation to check improvements in:
  • Communication with customers.
  • Empathy and professionalism.
  • Efficiency in handling tickets.

5. Correlate Training to Business Outcomes

• Link team performance metrics to broader outcomes like:
  • Reduction in churn rate: Faster and better support improves customer retention.
  • Improved Net Promoter Score (NPS): Reflects customer satisfaction.
  • Lower support costs: Efficiency improvements reduce ticket backlogs and time spent per case.

6. Gather Feedback from Team Members

• Use surveys to understand how confident team members feel after training.
• Analyze feedback on whether the training addressed their challenges effectively.

7. Longitudinal Analysis

• Track trends over weeks or months to ensure improvements are sustained.
• Example: Monitor if post-training improvements in resolution rates are consistent.

8. Utilize Analytics Tools

• Use Edurigo LXP’s reporting and analytics module to generate:
  • Content progress reports to see if team members completed training.
  • Skill reports to identify individual and team-level improvements.
  • System adoption insights to measure training engagement.

9. Employee Growth and Engagement

• Assess if training boosts employee confidence, morale, and career growth.
• Improved engagement can lead to higher productivity and lower turnover.

By combining quantitative metrics, behavioral insights, and business outcomes, a support leader can holistically evaluate the impact of training.