QATC Survey Results
This article details the results of the most recent QATC quarterly survey on critical quality assurance and training topics. Contact center professionals representing a wide variety of operations provided insight regarding new hire training programs in their centers.
Participant Profile
The participants represent a wide range of sizes with less than 25% each in the Under 50 agents, 51 to 100, 101 to 200 and over 500 agent teams. Financial, healthcare, utility, and “other” have the largest representation but there are participants from a wide variety of industries.
New Hire Training Days
Respondents were asked how many days of training are provided for new hires. Thirty-six percent indicated that they require more than 30 days while another 29% need 21 to 30 days. Only 14% require 10 days or less. There is a substantial investment in new team members added to the center and it may be followed by several days or weeks before the new person is fully productive.
Minimum Size of Class
Respondents were asked if they hold a new hire training class whenever it is needed regardless of the number of students or if they wait to schedule a class when a minimum number of students have been hired. Approximately three-quarters of the respondents hold classes when needed. Those who wait for a minimum size for the class may have larger operations requiring frequent hiring and training programs.
Training Facility
Respondents were asked whether they have a dedicated facility for training. While 59% indicated that they do have a dedicated facility, 29% indicated they do not. The remaining 12% chose “other” which may indicate remote training options. Having the luxury of a dedicated place allows the training team to set up the computers and other tools and leave them in place. However, if training classes are infrequent, this may not be practical.
Call Taking Area for Trainees
Survey participants were asked if they have a dedicated area within the center for the trainees to take their initial calls, often referred to as a “nesting area.” Almost half (47%) indicated that they do have space dedicated for this while 41% indicated they do not. Once again, the 12% who chose “other” may be using remote training options with agents taking calls outside of the center.
Delivery Methods Used
Respondents were asked what methods they use for delivering training and multiple choices were allowed. More than half each chose on-the-job, e-learning, and classroom. Self-study and distance learning were each chosen by 40% of the participants. A variety of training methods is helpful in reaching students with all types of learning styles and it keeps them engaged as well.
In-House Training Requirement
The respondents were asked if they require new hires to come into the center for their initial training. In these days of work-from-home, 60% do not require in-house training. However, 40% indicated that they do have this requirement for new hires. Where centers offer the option of working remotely, new personnel can be recruited from almost anywhere if coming into the center is not a requirement for training or other ongoing interactions.
Product/Service Training
Respondents were asked what percentage of the training is devoted to product/service knowledge. Approximately one quarter each chose 21-40%, 41-60%, or 61–80%. Another 15% indicated that more than 80% of the training focuses on products and services.
Computer/Phone System Training
Respondents were asked what percentage of the training time is devoted to training on the computer and/or phone system. Thirty-nine percent indicated that this training takes 1-20% of the time while another 31% indicated it takes 21-40% of the training time. The remaining 40% of the respondents chose between 41-80% of their training time on these topics. This wide variability in the responses may suggest different interpretations of the question. Some may have chosen training on any topic done on the computer as “computer” training, while others may have categorized it as “product” training.
Customer Service and Sales Training
Respondents were asked what percentage of their training focuses on customer service or sales skills. Half of the respondents indicated that those topics take 1-20% of the training time. Another 31% devote between 21-40% of their training time to service and/or sales training. It is common for the new agent to be in their first job so that developing these skills may be as critical to their success as the knowledge of the products and services of the organization.
Call Taking Area for Trainees
Survey participants were asked if they have a dedicated area within the center for the trainees to take their initial calls, often referred to as a “nesting area.” Almost half (47%) indicated that they do have space dedicated for this while 41% indicated they do not. Once again, the 12% who chose “other” may be using remote training options with agents taking calls outside of the center.
Other Training Topics
Respondents were asked which of the other training topics listed are included in their training programs and multiple selections were allowed. The most common topics included are call center operations and the staffing/scheduling processes. Nearly half include a welcome by executives during the training. Vocal skills are included by about one-third but written skills by only about 15%.
Socialization During Training
Respondents were asked if the training program includes a socialization aspect where trainees get to know their supervisors and team members. Almost 90% indicated that this is a part of their training program. This can be an important element in the development of the agent as part of the team and in forming the relationship with the supervisor that is key to agent retention.
Testing Requirements
Respondents were asked if trainees are required to take a test and achieve a minimum score at the end of training. Sixty-one percent indicated that they do use testing and score requirements. The remaining 39% do not. It is useful to gauge the effectiveness of such testing to determine if agent scores are a good indicator of future success on the job. It can also be a good gauge of the effectiveness of the training program and help to identify areas for improvement.
Summary
This survey provides some insight into training for new hires in the contact center. While the length of the training is often driven by the complexity of the job requirements, customer service and/or sales skills are likely needed by almost every agent. Introducing the agent to the company by executives and socialization with supervisors and other team members can help the new hire fit into the organization more quickly. New hire training is the first step in ensuring productive and motivated employees and ensuring retention, which minimizes cost and increases customer satisfaction.
We hope you will complete the next survey, which will be available online soon.