Call center training has come a long way since the days of paper manuals and long, drawn-out team meetings. The modern call center is much more efficient, using call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.  

For optimal training that equips agents with the knowledge they need to handle every customer efficiently, call centers should know how to evaluate the many call center training software options on the market.  

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We’ve rounded up numerous tips for choosing the right call center training software. Here’s a preview of some of the tips we include in this guide: 

• Look for training software that pairs well with systems you already use to avoid errors and disruptions later 
• Choose user-friendly software that’s accessible to all agents for straightforward training 
• Pricing can vary significantly between training solutions, so be sure to consider all costs, such as integrations and per-user costs 
• Real-time call monitoring software analyzes 100% of calls to drive deeper training-focused and performance insights compared to traditional quality assurance programs 

In this article, we’ll explore:  

• What is call center training software?  
• Why use call center training software? 
• 25 tips for evaluating call center training software 
• Frequently asked questions 

What is call center training software?   

Call center training software is a powerful technology designed to streamline and enhance the training process for call center agents. This type of software provides a central platform for training materials, simulations, assessments, and tracking progress. 

Here are some key features and benefits of call center training software: 

• Centralized training materials: Call center training software allows organizations to store all training materials in one centralized location. This makes it easy for trainers to access and update materials as needed, ensuring that agents have the most up-to-date information. 
• Interactive simulations: Many call center training software platforms include interactive simulations that mimic real-world scenarios. This allows agents to practice their skills in a safe and controlled environment, helping them build confidence and proficiency. 
• Assessments and feedback: Call center training software typically includes tools for conducting assessments and providing feedback to agents. Some call center training software solutions monitor 100% of customer interactions to offer real-time, next-best-action guidance and automated agent scorecards to support continuous performance improvement.  
• Progress tracking: One key benefit of call center training software is the ability to track agents' progress throughout the training process and beyond. Trainers can monitor agents' completion of training modules, performance during real customer interactions, and overall proficiency, allowing them to identify areas for improvement and provide additional support as needed. 
• Remote accessibility: In today's increasingly remote work environment, call center training software offers the flexibility for agents to access training materials and complete modules from anywhere with an internet connection. This ensures that training can be conducted effectively regardless of agents' physical location. 

By providing centralized training materials, interactive simulations, assessments, and progress tracking, this software helps organizations elevate the skills and performance of their agents, ultimately improving customer experience (CX) and business outcomes. 

Why use call center training software? 

Call center training software can help new agents learn the ropes—how to take and make calls, how to find customer information, how and when to escalate calls, etc.—through an onboarding and assessment process. The best call center training tools then continue to train agents by monitoring calls to evaluate performance and suggest ways to assist customers better. 

With strategic training, tools and #AI, contact centers can see improvements in agent productivity and retention.

Our latest whitepaper shares 5️⃣ upskilling secrets for how to improve training tactics, drive agent performance and supercharge your contact center. Download now!

— CallMiner, Inc. (@CallMiner) March 22, 2022

With the right combination of call center training software and hands-on management, agents can feel confident in their abilities to manage calls and build relationships with customers. However, one tool won’t work for all call centers; each call center needs to evaluate various options to find the best solution for onboarding and ongoing agent training. 

25 tips for evaluating call center training software 

1. Find solutions that play well with your current technology. “The existing body of tools, technology, and assorted integrations that your company already has at its disposal should be taken into consideration before you make a final decision on a new tool to bring into your ecosystem.  

“Options that play well with your current system are less likely to bring about complications down the line than those that would require extensive reworking of your existing toolset to function properly. This may make more loosely coupled solutions a better fit if your organization’s current system is particularly complex or finely tuned. Ask for references of user organizations that are using the solution you are considering with the same additional solutions you are using.” 

-The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software, CallMiner; X/Twitter: @CallMiner 

2. Is customer support convenient and responsive? “Consider the quality of customer support. A responsive and helpful support team can make a significant difference, especially during training or unexpected bugs or downtime.” 

-Ali Elshazly, How can you find the most user-friendly call center software for training new agents?, via LinkedIn 

3. Agents should practice handling real customer calls during training. “Handling calls during the initial training session is an activity that can not be eliminated from the curriculum. It is imperative that the new hires receive practice handling real-time calls. There is no substitute for this experience. Role-play is good, but real call handling is essential. Trainers should make sure that equipment works and is available for each “real-time” call handling session. Operations should make this a priority.”  

- Miruna Mitranescu, 20 best-practices for call center agent training, Aircall; X/Twitter: @aircall    

4. Consider cloud-based software for reliability and scalability. “Cloud solutions are more scalable and also from an availability aspect, you can guarantee 100% uptime. They also offer redundancy capability, hence you won't suffer downtime.” 

- Elizabeth Ndirangu, You're looking for call center software for your team. What are the most secure options? via LinkedIn; LinkedIn: Elizabeth Ndirangu 

5. Software should be as mobile-friendly as it is PC-friendly. “As the great philosopher Aerosmith once said, ‘You don’t want to miss a thing.’ With smartphones pretty much glued to our hands, it’s crucial that your e-learning software operates smoothly on various mobile devices to maximize access and convenience.” 

-The Ultimate e-Learning Software: 10 Must-Have Features for Success, BranchTrack; X/Twitter: @BranchTrack 

6. Scenario-based learning software is key. “This method of customer service training creates life-like situations that employees might encounter on the job yielding high-quality results. The simulation walks them through the different choices they can make, which leads to different outcomes. Employees use critical thinking skills to choose responses, solve problems, and deliver great customer service experiences. This form of training is usually completed on an eLearning platform where employees can practice the skills they learn in a risk-free environment. 

“Simulations can be used for different types of customer service training, from soft skills to product knowledge. Simulations are able to provide enough context to help employees better understand how to apply what they learn on the job.” 

-Nolan Hout, The Benefits Of Scenario-Based Learning In Customer Service Training, eLearning Industry; X/Twitter: @elearnindustry 

7. Scenario-based learning should encourage decision-making. “Rather than tell employees what to do, decision-making scenarios give them a chance to think for themselves. What’s the best course of action to solve a problem? How will this benefit the entire team? Questions like these will run through their minds, prompting active participation in the program.” 

-Bea Maureen Cayone, Scenario-based learning: Definition, benefits, examples, SC Training; X/Twitter: @SafetyCultureHQ 

8. A customer context integration can help new agents get the information they need quickly. “Customers find it frustrating to repeat their issue to different support reps and provide a summary of their previous interactions. 

“But when agents have more context about the customer who's calling, they can provide more effective support. They can quickly reference past interactions with the customer, which prevents customers from repeating themselves. Agents can look at trends in product usage and take steps to ensure the customer doesn't need to reach out again about the same issue. 

“Many call center tools provide context through CTI (computer-telephony integration) pop-ups that identify a customer through their phone number and surface previous interactions through the browser. Understanding how the software you're evaluating logs calls and integrates with other systems (like your CRM) is critical to providing your agents with enough helpful context.” 

-Marcus Andrews, The 20 Best Call Center Software (& Features You Need) in 2024, HubSpot; X/Twitter: @HubSpot 

9. Help agents retain knowledge with quiz features. “During the training process, quizzes help you assess how well learners are retaining information. Instead of long, drawn-out classes with comprehensive exams, it is much more effective to pair your microlearning modules with micro assessments.” 

-How to Elevate Your Call Center Training and Evaluation, PDCflow; X/Twitter: @PDCflow 

10. User-friendly software makes for easier training. “Call center training software should be easy to use for training leaders and users. Look for a simple interface that allows you to drag and drop text, videos, images, and documents into your call center’s training courses. Then, make sure it’s intuitive for agents to access and use.” 

-Call center training software guide, Seismic; X/Twitter: @SeismicSoftware 

11. Choose partners, not providers. “The difference between mere software providers and active partners in your company’s success is significant. Providers can give you the tools you need to get things done, but partners can provide priceless guidance on everything from software integration to deeper optimization of underlying business processes. 

“Any tool your company is considering should be assessed through the lens of competency and experience on the part of the potential partner who developed it.” 

-The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software, CallMiner; X/Twitter: @CallMiner 

12. Personalized learning paths allow everyone to train in ways that make the most sense for them. “Since one of the major challenges for call centers is a lack of supportive training in spite of large amounts of available learning content, the question arises as to how to make training really work. “One-size-fits-all” material won’t make any difference even if it is not in a manual. But the personalization of training is quite another matter.  

“When your learning system knows when and who needs what kind of help, it can develop a fully customizable learning path to growth and success for each employee. This is what has proven to drive KPIs in high-performing call centers.  

“Depending on its capabilities, learning systems facilitate talent development in many ways: starting from delivering relevant content to geographically dispersed teams and ongoing employees’ upskilling to using it as an internal social network, feedback generator, and a team collaboration hub.” 

-How Personalized Training Has Been Helping Call Centers Win Customers’ Hearts, Rallyware; X/Twitter: @RallywareSF 

13. Collaborative features can encourage team learning. “For proper teamwork and knowledge sharing, your LMS should offer discussion forums, peer reviews, or group projects.”

-Roman Gryshuk, 10 Best Training Management Software for 2024, EducateMe; X/Twitter: @EducateMe_Inc 

14. Consider white-label software for cohesive branding. “There are a lot of reasons to customize your training. The goal of white labeling is to give users a seamless training experience with your company. It goes beyond adopting a custom theme. You’re creating an experience that looks and feels like you developed the platform, especially for your audience. A branded LMS benefits you in several ways.  

• White labeling gives you a custom platform at a fraction of the cost: You get a completely customized training experience without having to develop the technology from scratch. Instead, you adapt an already tried and tested platform to your brand. You’ll be able to launch your training program quickly and at a lower cost. You’ll also have expert resources at your command as you build and administer your content. 
• It builds a stronger connection with the learner: Your audience will feel more connected to your organization when they see you as the sole source of their training. They’ll also feel more comfortable engaging with the platform when it’s familiar. Customization allows you to recreate the look and feel of your other points of engagement (internal portals, website, etc.). This can remove intimidation as learners engage with online courses. 
• It boosts your brand: A branded LMS helps people associate your content with your company. It establishes your authority as the source of the content they value. This is especially crucial when you’re offering extended network training or paid training courses as part of your business. 
• It expands your training’s functionality: Instructional design can be limited by the given features of a standard LMS. Many white-label options are already built to integrate with applications you use regularly. That means you can use software your learners are familiar with to help them better engage with your content.” 

-When And Why You Need A White Label LMS, eLearning Industry; X/Twitter: @elearnindustry 

15. Consider all costs—per person pricing, add-ons, etc.—to determine whether training software fits your budget. “Small businesses are often budget-conscious, so it’s a good idea to look for an employee training platform that offers a per-person monthly cost with a decent set of tools. Larger corporations can spring for a pricier solution. Be sure to look at what’s included, such as the cost of add-ons you may need and integrations, so you have a clear idea of how much you’ll pay.” 

-Amy Nichol Smith, Best Employee Training Software (2024), Forbes Advisor; X/Twitter: @ForbesAdvisor 

16. The best call center training software promotes career development. “Tailoring your online learning and training program to the various dynamic career paths of your employees is easier said than done. This becomes a key differentiator in the solution you choose. 

• Best-in-class online learning platforms will feature dedicated career development functionality, such as: 
• Role-based career paths that are customized to your organization 
• Ability to surface job opportunities within your company based on learners’ career goals 
• Learner profiles that help them dictate their own goals and priorities, then find relevant content 
• Evaluation tools to pinpoint skills gaps and growth opportunities” 

-Features to Look for in the Best Employee Training Software, LinkedIn Learning; X/Twitter: @LI_learning 

17. Look for software with real-time, data-driven feedback. “With real-time insights in hand, you can not only improve agent performance, but also positively impact the customer experience. Contact analytics tools help you identify agent coaching and training opportunities as well as provide agents with actionable information they can use to improve their own performance.  

“After CallMiner helped end-to-end e-commerce provider TradeGlobal implement contact analytics, the company began to see its overall agent quality improve. ‘Our new agents are hitting the phones with better quality scores than ever before,’ says TradeGlobal. ‘We no longer see the QA ramp-up that we had previously just accepted as the norm. The agents’ ability to monitor their scores and listen to problem areas only reinforces the training and helps them maintain high scores.’” 

-How Does Contact Analytics Improve Agent Performance?; X/Twitter: @CallMiner  

Contact center agents are expected to do more with less, often handling complex, challenging customer requests that can’t be solved by self-service channels.

One way to support agents AND create better #CX?#AI-driven feedback and real-time coaching. Learn more. ⬇️

— CallMiner, Inc. (@CallMiner) July 22, 2024

18. On-demand access ensures continuous learning. “Employees forget 90% of what they learn within one week, so be sure your tool provides agents with on-demand access to training content. This will allow them to revisit training during customer interactions and ensure they are providing accurate information.” 

-Call center training software guide, Seismic; X/Twitter: @SeismicSoftware 

19. Software with scorecards can streamline coaching. “Scorecards take massive amounts of data about training courses, curriculums, and coaching challenges and tie all that data to the sales rep or learner.  This makes it possible for sales enablement teams and sales managers to focus their energies on what really matters, which is whether the reps are prepared for success.  

“Scorecards fully automate all the data manipulation so sales leaders can focus on the rep-centric context that matters. Specifically, with Readiness Scorecards, you and your sales managers can see:  

• a) all your readiness data organized by sales reps/team members 
• b) all your reps relative to their peers on a sales team or in an onboarding cohort, and 
• c) different sales teams or onboarding cohorts compared to one another” 

-How Readiness Scorecards put your data in coachable context, Brainshark; X/Twitter: @Brainshark 

20. Training software should centralize compliance documents and processes. “Compliance training is critical to ensure your company meets regulations and is not in jeopardy of receiving fines or penalties. Staying compliant also helps you maintain your brand’s positive reputation—along with your ability to operate safely and productively. Last but not least, compliance training ensures that your team members are equipped with the knowledge and skills required to perform their tasks competently—for instance, training around HIPAA compliance in the healthcare industry or compliance with FTC regulations in the financial industry.   

“The takeaway is that better compliance equals fewer headaches—and it all starts with an organized, centralized system for managing your compliance training data and content. Look for a platform that makes it easy to organize HR documents, build compliance training programs, monitor who’s due for retraining, and track training progress and course completion.” 

-Michael Keenan, The Ultimate Guide to Training Management Software, Workramp; X/Twitter: @workramp 

21. Consider learning management software (LMS). “A call center LMS offers a centralized, all-in-one training solution. It simplifies and expedites how you manage, track, and achieve your learning goals. And as an online platform, it allows you to deliver training anywhere and at any time through a mobile-friendly, blended learning experience. 

“As a dynamic and on-demand education environment, a call center LMS includes both self-directed and instructor-led training (ILT), allowing you to:  

• Identify knowledge (training) gaps; 
• Create, manage, and deliver educational courses; 
• Automate and scale training programs; 
• Track, document, and report on the effectiveness of your training.” 

-The Ultimate Call Center Training Guide, Scorebuddy; X/Twitter: @score_buddy 

22. Look for elements of gamification and friendly competition. “Who can resist the allure of leaderboards, points, and rewards? While competition can make the learning experience more engaging, it's important to balance it with a sense of camaraderie. Collaborative games where learners work together to solve problems or complete challenges help create a feeling of teamwork and positivity, even as they compete with their peers.” 

-Level Up Your eLearning Game: Top Innovations in Gamification, BranchTrack; X/Twitter: @BranchTrack 

23. Ensure multi-language support. “By providing your employees with a learning environment in their preferred language, you’re removing one of the most immediate barriers to learning. A smooth experience that allows all employees to be comfortable and autonomous with their learning increases participation and interest.” 

- Júlia Verdaguer, Top benefits of a multilingual LMS for your organisation, Moodle; X/Twitter: @moodle 

24. Customizable software aligns with your call center’s needs. “Tailoring the user interface to align with your call center’s unique requirements significantly impacts usability. Opt for software that empowers you to customize layouts, create time-saving shortcuts, and fine-tune settings for individual agents or teams. This level of customization enhances the learning journey, preventing information overload and allowing agents to concentrate on essential tools.” 

-Luciah Mumo, Which call center software offers the most intuitive user interface for easy agent training?, via LinkedIn 

25. Built-in post-training scoring can help you evaluate and improve your training program. “Let’s say you implement a customer service training program and choose to measure its effectiveness by comparing customer satisfaction scores before and after its completion. If the post-training scores show great improvement, then you know that your efforts have been rewarded. And it’s a great way to ensure that by replicating the program to other employees, teams, or departments, you can achieve the same level of success. 

“On the other hand, if the scores show little to no improvement, you can evaluate why the program didn’t have the expected outcome. Maybe the trainees didn’t have enough time to practice interactions in a simulated environment. Or the content wasn’t engaging enough and participation was low. Whatever the reason, you can make adjustments to the program to ensure future success. 

“Evaluating training effectiveness can show you what you’re doing right—and where you have room for improvement. When you measure the effectiveness of a program, you can review data and feedback to make adjustments in the future.” 

-Marialena Kanaki, 6 Ways to Measure Training Effectiveness, Talent LMS; X/Twitter: @TalentLMS 

Continuous training is one of the most effective ways to improve agent performance. Through the CallMiner platform, via CallMiner Coach and CallMiner RealTime, organizations can monitor 100% of customer interactions, providing AI-driven real-time feedback and next-best-action guidance to support agent training and continuous performance improvement.  

CallMiner’s coaching workflow encourages one-on-one, personalized engagement between supervisors and agents, while supervisor dashboards enable managers to monitor individual and team trends. Automated agent scorecards offer agents real-time visibility into their performance, making it possible to identify areas for improvement and take proactive steps to improve performance.  

All of these tools improve the frontline agent experience while also improving the customer experience. Request a demo today to learn how CallMiner can transform your agent training and performance management processes.  

Frequently asked questions 

What factors should be considered when evaluating call center training software? 

Several factors should influence the call center training software you choose, including whether it offers scenario-based learning, an easy-to-use and accessible interface, multi-language support, and customizability. Also, consider whether the software has collaborative features, allowing agents to work together in their training paths, and gamification features to make learning fun and encourage friendly competition.  

What’s the best training software for call center agents? 

The best training software for call center agents can vary between call centers. To ensure the right fit, it’s a good idea to compare several options and take advantage of free demos and trials. Spend a few weeks testing each option and running pilot tests to find the best solution for your call center and agents.  

Are there any free online call center training courses? 

Yes, several online learning platforms offer free call center training courses and tools, including VCC Live, Alison, and Seismic. You can also find several free trainings and discussions on YouTube about building and enhancing customer service skills. However, free training is typically generalized and won’t give you the custom, ongoing training your call center team needs.