Speaking Of Training

As a Resource in my current job i often wish that new agents had more options during their training period. Now don't get me wrong. We have some of the very best trainers. They do their best to make sure that the agents they're in charge of really understand what they're being taught. The problem is that most training lasts a total of 3 days. I've seen it go longer for more complex projects but 3 days is about average. I can't really say alot about how our training goes because that could be a disclosure violation and we don't want that. Basically though I do wish we had training modules of some sort for all projects. It's a proven fact that you learn by doing but we have a very high rate on one of my projects of people taking a few calls and never coming back. They're confused and not a little terrified. Throw in a spirited caller or two and well........you can see why they run away.

Their training is complete, there's only so much they can be taught and only so many scenarios that can be discussed. They are encouraged to practice, they're given cheat sheets with step by step instructions and then the Resources are available in chat for additional assistance.

This is where I think it could be better. When you are brand new and terrified, you're on a call and the customer is screaming at you, it doesn't matter if you have cheat sheets or not. All you want is to know what to do to solve the problem. While we are there for assistance, typing the questions in chat and waiting for a response takes a few seconds while the customer is screaming at you the entire time.

On the other hand there are agents who simply don't pay close attention in training. I've done it before so I know how debilitating this can be when taking live calls. You're literally lost. Not a good thing at all!

So i'd love to see us get something like conductit.com offers. A way to track the training and perhaps test agents so that they truly have to show they have an idea at least of where to go to find answers and solve the issue for the customer. At this point any sort of training management seems to me that it would bring up our production rates, improve quality assurance monitoring and whittle down that turnover rate. All of which keeps our company the best place to work because we have more opportunity to get even bigger better projects. Everyone wins. Conductor seems to me to be able to help with all those things and much more. Maybe i'll send a note over to my trainer friend today and see what she thinks. It certainly can't hurt to suggest it.

Nessa