This article details the results of the most recent QATC quarterly survey on critical quality assurance and training topics. Almost 50 contact center professionals representing a wide variety of operations provided insight regarding hiring and training agents in a work-from-home environment.
Number of Agents
The largest number of participants is from call center operations with more than 500 agents. However, the next largest number have come from the smaller centers. Utility, insurance, healthcare and “other” have the largest representation but there are participants from a wide variety of industries.
Percentage of Staff Working from Home
Respondents were asked what percentage of their staff is now working from home. Over three-quarters (77%) report that more than 75% of their staff are at home.
Hiring and Onboarding
When asked what percentage of hiring and onboarding is now done remotely, more than half (61%) report that they are doing it all remotely while another third (34%) are doing some remotely and some in-person. Only 5% indicated that they are doing all in person. Given the restrictions of the COVID environment, the need for remote processes will likely continue for some time to come.
New Hire Training
Respondents were asked what percentage of new hire training is being done remotely. Two-thirds (67%) reported that all training for new hires is done remotely while another 22% report that more than half is done remotely. Only 7% report that it is all done in-person.
Location of Trainers
Survey participants were asked where the trainers are when delivering the training. Over 60% indicate that they are teaching entirely from their homes while only 12% indicate it is all done from a classroom or the office.
Size of Remote Class
Respondents were asked how many students are in their typical remote training classes. The answers are widely dispersed from 0-5 students to more than 20 with 22% indicating that it varies according to the need. Utilization of trainer resources can be stretched thin with small classes but the need to bring new agents on-board can drive smaller classes as well.
The respondents were asked how long their on-line training session deliveries go before a break is scheduled. Once again, the responses are widely dispersed from as little as 30 minutes to more than 90 minutes. To some extent, the time can be driven by the intensity of the content, the level of interactions, and the opportunity to be somewhat active during the session. It is important for the trainer to include interactions such as surveys, quizzes, questions to be answered, etc. This helps to keep the students engaged.