The Global Association for Contact Center Best Practices & Networking

"Training is an investment. People see it as a cost. Avoiding it might save you a few dimes, but in the long run you lose in terms of dollars."

"Agreed. Proven all the time."

"Good - The investment in training empowers the team, resulting in a confident and knowledgeable team that offers solutions and alternatives to customer enquiries and complaints. Whilst this is challenging in a shift environment, careful planning and buy in from the team will certainly add immense value in customer satisfaction and an opportunity for the team individuals to learn and grow - and feel valued."

"Everyone needs some type of training...especially with technology changes. Honing skills is necessary and a benefit of working."

"Agreed. Too often training is removed or cancelled due to cost cutting or increased workloads. Plan it carefully then stick to the plan."

"Good - sharpening skills keeps values alive"

"Definitely."

"Good."

"Again i prefer 'qualifying' members before they take the call instead of 'x' number of hours of mandatory training. Some members may already have many qualities \ training already since there are many training centers which offers call center training - this already available skill to be utilized & tested during qualifying round instead of training people again."

"Agreed however there needs to be a minimal measurement of training i.e. 5 or ? days per year"

"I agree, the best performers are ususally the ones that use the training tools."

"Definitely so. We invest more than 50 hrs training per staff annually."

"training is something continuos"

"Agree."

"i agree"

"absolutely"

"Oh yes!"

"So true."

"Good; the stuff needs regular training to refreash their knowledge and gives them a power and it is an indicator for them that the company take care of them."

"Good- Training is a means to customer satisfaction and any company that is customer -centric must appreciate the importance. Professionals need to be fully empowered through knowledge to enable them serve customers effectively."

"Definitely; contact centre is the first point of contact for customers...hence, they need refreshers courses for product knowledge as well as soft skills"

"Absolutely agreed. More time spent in training with the proper material and assessments means better performance and business results on the floor. This is true for both process training as well as personnel development training."

"Agree.
And for loosing staff as well!
Training should inlcude personal development training that is often given to other people in the company but not the contact centre."

"Good, training for improvement is routine and a must"

"Agreed"

"Agree"

"Yes absolutely spot on but again the investment in training must justify the need for it in black and white. The training team should've a measureable and defined KPI (Key Performance Indicator). Infact, the effectiveness of training programmes can be linked to customer churn figures."

"Agreed."

"Agree. Cutting on training is akin to saving money by not putting as much gas in your car--it will not take you as far as it once did, with poor results in both situations."

"Agree. CSOs are ambassadors of the org. Training CSOs is essentially important and not be curtailed as contact centres are now employing CSOs who are professionals and able to provide 'First Call Resolution' instead of mere 'operators' and good for transferring calls."

"Good, continuous training is important"

"Great idea - train for a marathon or something, since that will take the mind off the real purpose of the job"

"KEY- we not only re-wrote our entire training cirriculum, but also added an additional week in classroom to our induction training, followed by 2 weeks nesting in. We have seen the returns not only in better customer interactions but also in increased new hire retention."

"agreed"

"Good. This is for sure. Training is critical to keep the font line professionals to stay in PROFESSIONAL."

"Confused- It depends"

"In a economic situation like now, external trainings may be cut. Internal trainings should be on-going."

"good resolution - something that we need to emphasize next year"

"It is good. Training is important to impart soft skills as well as product knowledge to the front line professionals to manage all the calls as in today's world customer is fully equipped with all the knowledge and expertise."

"Agree"

"Yes, never stinge on training."

"Impartial - investing in training is not enough to retain customers, investing in the 'right training' is the key. All too often I've seen companies blindly invest in training because it's the 'right thing' to do instead of taking the time to ensure that the right training is invested in."

"This is a must."

"good - with Talent Development investment, you can nver go wrong"