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Unformatted text preview: . It is a very valuable resource for our call center! One statistic I have not been able to locate is the average number of hours spent training a call center agent per month. This would be the average # of hours of all training provided. Do you know what this might be for the financial services industry? The answer does vary quite a bit depending on the industry you're in. Hi Jon, Student Loan Consolidation Center, LLC is a Federal student loan consolidation center in San Diego, CA with about $4B loans to date. Presently, we are looking for: - Recommended vendors and products for an ASP based Time & Attendance tool (to clock in/out from each employee's computer) - Training effectiveness tools and vendors (for Sales, Customer Service, and Lead Generation). For the time and attendance tool, I am not able to give you a specific company. However, all the major journals, like Call Center Magazine, Customer Interaction Magazine, and others have annual vendor issues listing all companies and their products in our space. © Copyright 2005 BenchmarkPortal, Inc. Concerning the second part of your question: Very interesting data. I am sure we can improve substantially on the granularity of these results. I suggest you establish phone contact with Susan Hampton who can arrange for a telephone conference call with my team. For the financial services industry, which includes banking, the average on-going training for existing agents is 4 hours. In this number is included the time that monitored calls are reviewed by the front-line supervisor, which is often considered both coaching and continuing education for the agent. Formal classroom training on a monthly basis is not tracked by our system. Regarding the training effectiveness tools, I would recommend you contact Knowlagent. They are a leader in this space. 150 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer How can call center training managers determine which To make your decision, I suggest that you ask the CBT and WBT products offer excellent learning design vendors the following questions: Was this learning and strong training content? system designed by experts in the field? Was the content developed specifically for call centers? Has it been proven to produce measurable results? Does the learning process offer realistic, relevant and challenging caller simulations? Can the learning be tailored to a participant's varied learning needs and preferences? Can you adapt and expand content to meet new training priorities? Does it identify each agent's needs and does it confirm that all participants achieved the targeted learning? Most importantly, has the learning design and content been scientifically shown to improve agent call performance and to be a cost-effective alternative to classroom training? I am interested in learning how much time a call center supervisor spends on average monitorin...
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