An Ongoing Process Training isn't a once and done exercise. It involves constant effort and ample resources in the form of both time and money. The combination of initial and ongoing training can often account for as much as 10 percent of a customer contact center's annual budget. The Hackett study found that top-tier companies spent 4 percent of their annual budget on initial training, while the lowest ranked companies shelled out 2 percent. Surveyed companies reported allocating an additional 3 to 4 percent of annual budgets for ongoing training and continuous education.
Ongoing training is necessary to introduce agents to new techniques, policies and technologies.
Calif.-based Judy Lanier Training and Consulting, says. No matter what you're doing, you're talking about the same products and answering the same inquiries. We all tend to get into habits and patterns - we go on autopilot. Training helps the agent turn off autopilot. Even senior people fall into bad habits.