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. They may have been motivated by other factors and forgotten basic skills. Training reinforces skills, reduces transaction time and provides differentiating customer service. Training Trends Professional trainers and consultants once provided the bulk of agent training for call centers. The selected professional would arrive at the call center equipped with prepared coursework to deliver to agents.