How to make Call Centre Training more effective
Apart from training of new starters, we find that too often training is given as a knee jerk reaction to generic problems such as poor staff morale or high attrition. In this situation training courses just address the symptom of the performance deficit not the real root cause. It is more of a “sticking plaster” solution. Consequently, improvements are short lived as the trainee returns to a working environment that does not support the newly trained behaviour or skill.
Our research shows that without reinforcement, two weeks after a training course a delegate will only retain 10% of the information and will eventually slip back into their original performance level. With reinforcement this retention of information can be as high as 90% and a change in working behaviour can be achieved. Delivering an effective training solution requires a number of factors to be integrated to support the overall learning experience.
The RXP approach to making training effective is to combine it with:
- a diagnosis phase - to uncover the root cause of performance issues in the centre;
- coaching support that reinforces the new behaviours so that change really does happen.
Outcome
The outcome that you can expect from this integrated diagnosis, training and coaching approach is that, typically within three months of the programme starting, the call centre now delivers:
- Higher levels of Customer Satisfaction
- More resolution of enquiries at first point of contact
- Reduced levels of internal contact.
If you are interested in finding out more about how RXP can help you develop your people and your teams then please Contact Us.
