Lärande på kundcenter : En kvantitativ studie om hur olika lärandetekniker tillämpas av medarbetare på kundcenter

The aim of this study was to contribute with knowledge regarding the organizational structures for employees’ learning and how the learning techniques are applied by the employees at the contact centers within the financial sector. This was done through three research questions “To what extent do the employees acknowledge that they learn through non-formal learning techniques?”, “To what extent do the employees acknowledge that they learn through informal learning techniques?” and “Which patterns can be seen based on the employees choices of learning techniques?”. The theoretical background was non-formal and informal learning and was defined through Michael Eraut’s typologies. The non-formal learning technique includes the information and educational activities that are conducted by the organization. The informal learning techniques, on the other hand, involves the learning which origins from individual reflection and also from the exchange of knowledge with colleagues. In order to investigate the research questions a survey was conducted at a contact center at a Swedish bank. The survey was answered by 70 respondents. The empirical data from the survey was then statistically analyzed and the result was interpreted with support from the theoretical background and previous studies within the field of research. The findings indicated that the respondents preferred to use the available information channels when needed to improve their knowledge and competence. This means that the respondents indicated that they learn to a higher extent from the non-formal learning techniques. However, the results also indicated that other non-formal learning techniques, especially meetings and educational activities, were just slightly more preferred than informal learning techniques, such as consulting a colleague. Furthermore, the result indicated that newly employed respondents are more likely to consult a colleague in order to learn. Whereas more experienced respondents to a higher extent used the informational channels in order to learn. Keywords: Workplace learning, non-formal learning techniques, informal learning techniques, contact center, ban