Build Your Professional Network - 205,000+ Industry Members
Educate To Accumulate!
“If you think education is expensive – try ignorance!” (Derek Bok) How often do you train? A regular training program is so important for contact center staff – not doing so will cost you, particularly in more technical environments. The contact center of a well-known electronics company I consulted for was totally demotivated. Call duration was double the expected amount, so I investigated. It turned out that the team had not been trained for months and were feeling of little value – some of the most basic queries were being escalated to a smaller technical team, swamping them with calls in the process. Having identified training needs I initiated a training programme that included how to handle more technical queries and agreed regular training reviews. The net result was a more motivated team – derived from a sense of satisfaction at being “empowered” to handle more queries – fewer escalations and a call duration that halved! Proof that education pays……