Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIII, Issue 2

Date: February 1, 2007 - Training Update for 2007

I just read a new poll* by Robert Hall Technology (research firm), that answered the question:  What steps, if any, are you taking to retain key people?

 And the answers were: 

            63%     Provide training or professional development
            47%     Offering flexible schedules
            41%     Increasing base compensation
            31%     Offering bonuses
            23%     No steps taken
            9%       Offering Equity incentives
            4%       Other

 Further, it’s reported that firms recognize the value of ongoing educational opportunities to enable employees to keep their skills current, and continue learning on the job.

 I’m delighted to report this to you.  We certainly know that providing training reduces turnover, increases customer satisfaction, as well as employee satisfaction—clearly win/win/win (you, employee, customer).   

As a result of my case study in partial fulfillment of my doctoral degree (1986), the statistically significant results support the positive impact of customer service training especially on the bottom line.  If anyone wants particulars on this, send me an email.

 Where do you fit in the above stats?  Are you taking great care of your employees so they can take great care of your customers?  If not, I suggest you create an training initiative today!


*Training Magazine, May, 2006, p. 14   

2007 Human Technologies Global, Inc. All rights reserved.

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