Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VII, Issue 9
Date: September 1, 2006 - Updated Training Information
In a recent Ascent Group Best Practices Benchmark Study (2006) entitled “Improving Front-line Training & Development (Training the Front-line to Deliver “Top-Notch” Service), continual training program improvements tops the list of improvements. Other plans to revise or supplement include:
More in house delivered training
Involvement of upper management in training program
Eliminating the ‘nice to know’ training making the program more efficient
Developing a strategic plan for content and process
Reconfiguring training programs to fit available resources
I'm pleased to report that what I have been saying for over a year now is reinforced by the above. Specifically, I have said:
Training budgets are 4.6% of total payroll – from the top 100 companies
In ’05 $6.9 billion was spent on training
Human Capital (people) is the highest priority— the compromise: on site vs. off site training
Training is an ongoing process—not an event—and should be delivered over time
95% of organizations offer training and 75% is still live!
Any touch points to the customer should be included in the training, i.e., supervisors, managers, directors, trainers, etc.
Training should be customized based on a needs assessment and must be experiential, include role play and be highly interactive
Metrics are now linked to:
ROI , i.e., call length, first call resolution
Bonuses for individuals/teams
Where are you in the above? Where do you want to be? What are you waiting for?
© 2006 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com
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