A little more training will go a long way. We have proof.
When contact centers get busy, the first thing to go is usually training. That’s ironic, considering training will help everyone become more productive. In fact, a 10% increase in training led to an 8.6% boost in productivity, a National Center on Educational Quality of the Workforce study found.
Still, if you need more convincing, here are the top reasons contact centers increase training – and ways to actually do it.
- Accuracy will increase. Training increases agents’ confidence about what to do in every situation so they’ll work quicker with fewer mistakes. Tip: Make sure training includes refreshers on what still works well and one way to improve a regular task to keep agents sharp.
- Attitudes and employee loyalty will improve. Training opportunities show agents that the company cares about their quality of work and skills enough to help them do better. Tip: Give agents opportunities to train on site and at industry events such as The ICMI Call Center Demo & Conference.
- Efficiency will rise. When trainers, agents and leaders sit down to learn, they often uncover inefficiencies and share best practices that make everyone more efficient. Tip: Include in training time to talk about agents go through or would go through processes to find the best ways to accomplish everyday tasks.
- Profits will increase. When asked, agents can often identify the greatest weaknesses, potential for increasing sales and best topics for training. Tip: Ask agents regularly for training topic suggestions. Use their ideas, or explain why some can’t be used.
