Home | About Us | Services | Ideas & Insights | Contact Us

Training



Areas we look at include:

New hire. Is there a new hire training program? Who teaches the program? What topics are covered? How long does the program last? How are “students” evaluated? Does everyone “graduate”?

Ongoing. When is ongoing training performed? How are training topics selected? Who performs the training? How long does it last? How is success measured? Is ongoing training perceived as a positive by agents?

Formal vs. informal. Is training done in the classroom, at the desktop, or in another format? Is self-directed learning considered training? Who participates in training programs? Are formal training programs considered a reward?

Topics. Who creates training material? Are topics skill development, how to, or product oriented?

Frequency. How much ongoing training per year is provided? Do agents think they have enough training?

ROI. How is learning measured? What type of return on training is expected? Is there a correlation between training and agent retention? How does training effect agent performance?



Typical outcomes include:

Improved agent performance by using targeted training modules (focusing on specific skill requirements) that is reinforced by coaches.

Improve business results by integrating training, coaching and supervising into a performance management system that drives agent performance.