Call centers must be smart in how they deliver training. Providing content electronically reduces cost first through the management of the knowledge there is one repository for the knowledge making validation and change management easier. Second, it allows the developer to construct the course around adult training principles (self-directed learning, etc.). In several new hire training courses that Response Design has re-written for companies we have been able to shorten the course by at least 20 - 25% utilizing these two principles. Companies cannot skimp on the quality of new hire training but they must consider how to provide the quality with reduced cost.