Case Study 11. Legal Compliance Training

You are the HR manager for Consolidated Call Centers, Inc., and your company outsources call centers for other businesses around the world. You have 5,000 call-center employees in seventy-five different locations. You need to train the call-center employees on a number of legal compliance issues such as sexual harassment, bribery, corruption, privacy, and diversity.

You can't pull the employees away from the phones to participate in face-to-face seminars on these legal compliance topics, but you still need to ensure that all your employees understand the laws and regulations that govern the workplace.

What Are the Stakes?

The stakes are twofold:

1. To improve the employee work environment

2. To show evidence of good faith training in the event of law-suits

Student Motivation

Student motivation will be mixed. Some employees will be interested in some of the legal compliance topics, but others will not be. For legal reasons, you need to make sure that everyone is trained on these topics regardless of whether they are motivated to learn it.

Note: Stop a moment and think of your own e-learning solution before reading on.

Solution Factors

A good solution here is to use self-directed online courses that let your call-center employees take the training at their computers, at their own pace, and at a time when it fits into their schedules. Employees should be able to take a bite-size training module that lasts ten or fifteen minutes, bookmark their places, and return to the call-center work.

A key component of the solution is to track each employee's completion of the online training. This is important because, in most cases, legal compliance means that 100 percent of the employee population completed the training. It isn't enough for an employee to start the training and just flip through it as fast as he can click a mouse.

You also might want to add self-check tests as a validation step.

Some things you probably want to avoid:

- Any solution that takes too much time at one sitting

- Any solution that hinders call-center employees from taking the training on demand at any convenient time

- Any solution that does not track who completed the training


E-learning is a single word but it doesn't refer to a single "thing." Instead, the word e-learning refers to a wide range of business training situations and a wide range of specific solutions. This chapter describes nearly a dozen case studies that show you:

- The range of applicability of e-learning in a business setting

- The range of different solutions that can all be called e-learning

These were the case studies covered in this chapter:

1. Product Sales Update Training

Train salespeople in many countries around the world on your new product so they can start selling right away.

2. Technical Certification Training

Provide ongoing training for hundreds of company engineers so they maintain their technical certification.

3. Professional Competency Training

Train hundreds of employees on company-defined skills competencies such as project management, consulting, IT system administration.

4. Business Tools Training

Train hundreds of employees on new business tools that they are required to use on their jobs.

5. Technical Skills Training

Train hundreds of employees on-demand for technical skills like Java programming, data mining, databases, and so on.

6. "Ongoing Professional" Skills Training

Provide on-demand training to hundreds of employees in such professional skills as negotiating, running meetings, coaching, team dynamics, and so on.

7. New Salesperson Training in "How to Sell"

Train dozens of brand-new salespeople each year—these new salespeople have never been in a sales job before.

8. New-Hire Training

Train dozens of new employees each year on what they need to know to be productive, contributing parts of your company.

9. New HR Benefits Training

Train your entire employee population around the world on a new health-benefits plan for your company.

10. Informal Technical Seminars

Communicate leading-edge research via informal seminars.

11. Legal Compliance Training

Train hundreds of employees at several locations on government regulations and laws on such topics as sexual harassment, workplace diversity, and so on.

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