Often training is done at the last minute – scheduled in when there is some time. However training should be planned well in advance (weeks or months) so that everyone is aware of the programme and it’s benefits. It is also important not to cancel training because the phones are getting busy – this often sends out the wrong message to the staff and can be costly for the business – if your staff don’t get trained then calls may take longer, service times suffer, abandoned rates go up, etc. Don’t forget that cancelling training can also de-motivate staff as they don’t feel valued!
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