Training takes place at the desktop, thus avoiding high travel expenses. Agents are scheduled for training during down time or when there are sufficient agents available to handle calls. Rather than taking an entire group of 25 to 30 agents off the floor for training, staffing levels remain steady. Everyone learns the same thing in the same way. The Pitfalls Call centers are busy places.
Call centers are noisy environments, full of distractions.
The ability for agents to sit at their workstation and concentrate on training information is nearly impossible. The authoring process is expensive . It takes time and money to author an online learning application. It also takes a skilled, knowledgeable author who can create an informative, entertaining learning package. Currently, the market lacks a pool of qualified authoring professionals.