Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VII, Issue 9

Date: September 1, 2006 - Updated Training Information

In a recent Ascent Group Best Practices Benchmark Study (2006) entitled “Improving Front-line Training & Development (Training the Front-line to Deliver “Top-Notch” Service), continual training program improvements tops the list of improvements.  Other plans to revise or supplement include:

            More in house delivered training

            Involvement of upper management in training program

            Eliminating the ‘nice to know’ training making the program more efficient

            Developing a strategic plan for content and process

            Reconfiguring training programs to fit available resources 

I'm pleased to report that what I have been saying for over a year now is reinforced by the above.  Specifically, I have said: 

Training budgets are 4.6% of total payroll – from the top 100 companies

In ’05 $6.9 billion was spent on training

Human Capital (people) is the highest priority— the compromise: on site vs. off site training

Training is an ongoing process—not an event—and should be delivered over time

95% of organizations offer training and 75% is still live!

Any touch points to the customer should be included in the training, i.e., supervisors, managers, directors, trainers, etc.

Training should be customized based on a needs assessment and must be experiential, include role play and be highly interactive

Metrics are now linked to:  

  ROI , i.e., call length, first call resolution

 Bonuses for individuals/teams

Where are you in the above?  Where do you want to be?  What are you waiting for?

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