This module will
answer the following training questions:
- What
training methods are most used to train agents?
In
what areas are new agents usually trained?
How long do new agents typically spend in the
classroom?
How long do new agents engage in
on-the-phone
training?
How long will it take a new agent to be
fully
functioning?
“What training
methods are most used?”
On-the-job
training was the most commonly used method for new agents, with
three-fourths reporting using this method. Additionally, more than
one-third currently use self-paced computer training for new
agents.
Figure 10 -
Agent training method
Source: Centerserve's 2007 Best Practice Report How to be a Great
Call Center Manager. © 2007 Centerserve
“In what areas are new agents usually trained?”
New agent training
time was fairly evenly split among category areas, with a slightly
greater emphasis on processes and procedures such as call
transferring and escalation procedures. One-fifth of
training was in the area of customer service and communication
skills, a significant decrease from 32%
reported in 2004
Figure 11 - Agent training areas
Source: Centerserve's 2007
Best Practice Report How to be a Great Call Center Manager. © 2007
Centerserve
“How long do new agents typically spend in
the classroom?”
The most popular
length of classroom training time for agents was three to four
weeks. More than one-fourth of participants reported more than
four weeks of classroom training for new agents.
Figure 12 - Agent classroom training time (weeks)
Source:
Centerserve's 2007 Best Practice Report How to be a Great Call
Center Manager. © 2007 Centerserve
“How long do new agents engage in on-the-phone training?”
Participants
reported agent on-the-phone training lengths of one to four weeks.
Only 15% of respondents noted on the phone training times of longer
than four weeks.
Figure 13 - Agent on-the-phone training time
(weeks)
Source:
Centerserve's 2007 Best Practice Report How to be a Great Call
Center Manager. © 2007 Centerserve
“How long will
it take a new agent to be fully functioning?”
Nearly half of
participants reported new agents must be employed for
two to four months
before they are considered fully-functioning. Other categories by
number of months are shown below.
Figure 16 -
Months to become fully-functioning
Source: Centerserve's 2007
Best Practice Report How to be a Great Call Center Manager. © 2007
Centerserve
Coming
up... join us for more in Module 3: Key Elements to New Agent
Training
The featured information in
Module 2: Trends in Training Agents is directly from
Centerserve's new
2007 Best
Practice Report How to be a Great Call Center Manager.
Get
an insiders view of what is happening within the call center
industry through
Centerserve's new 2007 Best Practices Reports.
Today's module is only a
fraction of information available to you about current trends.
Further the success of your call center by becoming a great call
manager!
Need a "how to"
guide for training and other call center topics? Check out the
Training Development toolkit and other call center "how to" guides
Centerserve's Call Center Toolkits
To order, call 970-669-6554 or
order online.
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