I am interested in learning how much time a call

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Unformatted text preview: g, providing feedback and coaching agents. Do you offer any statistics or information regarding how much time should be dedicated to monitoring in general? From our database, supervisors spend 58% of their time on average monitoring and coaching. This varies considerably by industry and in particular by the function of the call center. I am very interested in learning, on average, how much time a call center supervisor spends monitoring and coaching agents. Our data indicates that supervisors spend, on average, 58% of their time monitoring and coaching agents. This does vary somewhat by industry and the function of the call center. I hear a lot about agents exposed to learning telephone techniques using simulation, combined with selfdirected learning. Does this work, and which vendors provide this type of product? We have tested computer-based training and simulation as a learning technique for agents, and have found it to be both efficient and effective. Ulysses Training and Simtrex are two of the best in the business. Check www.callcenter for more details and other suppliers. What are some of the financial services industry standards regarding percentage of total training hours spent on all the various types of training needed? In general, call centers report that they allocate initial agent training into the following categories including the respective percentage of total training time spent on each category: product knowledge (30%), administrative procedures (20%), telephone techniques (20%), and screen navigation (10%). What are the keys to evaluating CBT and WBT products? There's a tendency to focus on the technology of computer-based training (CBT) and Web-based training (WBT). Will the software run on our computers? Is it buggy? Will my people find it easy to use? These are obviously important questions, but you can't stop there. You must also evaluate the design and content of the courseware offered by the vendor. I suggest you talk to other users; look for tangible results, such as better performance from agents and less time in classroom training. What have you found to be true for most companies that have classroom training for their agents? Are the trainers’ management people, nonexempt administrative spet/trainers or outside trainers, including consultants? Our data shows that 10% or less of classroom training is typically conducted by internal management people, 50% to 80% by in-house spet/trainers, and 10% to 20% by outside training professionals. Where have you seen CBT being used in call center training? In our 1999 call center benchmark study, 41% of the participants indicated that they used CBT. The majority of the CBT applications were for product training or technical support training. Some companies reported successfully using CBT to train agents in customer service and telephone handling. Copyright © 151 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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