"Companies should re-evaluate and refocus their contact center activities but training could be even more important to re-train resources with new or re-positioned offers to address the times."
- David Munn, President and CEO, Information Technology Services Marketing Association, United States

"This approach makes no sense. Training is the best investment a firm can make for not only their employees, but for their customers. I would increase training to allow your front line reps to take more calls and thereby reduce the expenditures needed on your more expensive second tier agents."
- Tim Searcy, Ceo, Pace Professional Association, United States

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"That would be a HUGE mistake - enabling & empowering your customer service people to better serve your customers is a major driver for growth. Cut training; you cut customers."
- Art Hall, Senior Director, Alvarez & Marsal, United States

"Slashing training does not improve profits. At the initial stage contact centers focused much effort, on cost reduction, but today it is an accepted fact that to be a profit center a contact center must be a profit center that offers the customer satisfaction and value."
- Chiaki Hishinuma, Professor Emeritus, Tokyo University of Technology, Japan

"Changes in the economic climate is going the create the need to provide training to deal with customers who are going to be even more challenging to deal with. This is the critical time to ensure customer loyalty by providing the positive customer experience. Studies have shown that staff are the differentiating factor in providing exceptional service, it is imperative that staff training is an ongoing process to leverage their talents."
- Dolly Konzelmann, President, CSPN, Canada

"Two key points. Centralized workforces are repositories of knowledge within the organization. Investment by way of training makes sense in these environments for this reason.

Cutting corners will negatively impact Brand, retention, Customer satisfaction, and employee turnover. The costs associated with failure in these key areas far out weigh any benefits you could identify by cutting training expenses."
- Dave Dobrosky, Senior Vice President, Customer Contact Centres, Scotiabank, Canada

"I would suggest review of the entire training process to ensure effectiveness, then I would encourage review of the farther reaching financial impacts associated with ineffective front line staff and excessive employee turn over in the cost/benefit analysis."
- Mary Anne Straw, Vice President, Western Region, Stericycle, Canada

"A very bad idea.... from my point of view training is equivalent with quality, and quality is necessary for a contact center"
- Remon Elsten, Managing Partner, Crystal Partners AG, Switzerland

About ContactCenterWorld:
ChildFund International is a nonprofit organization that envisions a world where every child is free to live at their fullest potential, no matter where they’re from or what challenges they face. ocated in Southeast Asia between the Indian and Pacific oceans, the Republic of Indonesia is the world's third most populous democracy and the largest Muslim-majority nation. It is made up of thousands of islands and dozens of active volcanoes, and Indonesia is particularly vulnerable to natural disasters, which have a disproportionately negative impact on poor and marginalized communities. Some communities are still trying to recover from the December 2004 tsunami, which killed more than 100,000 people just in Indonesia. During the past decade, ChildFund has expanded its work to train people in vulnerable communities how to reduce their risk during disasters and, in broader ways, be prepared to provide safe places for children in the immediate aftermath of storms and other crises. ChildFund has served children in Indonesia since 1958.
           

Published: Friday, August 21, 2009

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