GoResponse Telephone Answering Service Staff

Scheduled training boosts long-term productivity

Many businesses choose to conduct training on an ad-hoc basis. This is not surprising considering that most firms will want their employees to focus on operational processes and sales. Taking people away from their everyday workload could negatively affect the bottom line, causing meetings to be delayed or forgotten altogether. However, taking the time to schedule training sessions is essential for call centres that want to boost long-term productivity.

For telephone answering services, having agents on the frontline and ready to take calls or conduct social media operations is essential. This keeps consumers happy and ensures that satisfaction scores can be maintained. However, it is also important to consider the need for training and the importance of using workforce management tools to schedule this in.

By scheduling meetings and training slots at convenient times, call centres can meet their staffing needs whilst committing to the development of their agents. Instead of simply utilising a quiet period to conduct some ad-hoc training check-ups, specific times should be factored into a schedule. This not only means that firms can ensure they have enough agents on duty ahead of time, but staff will also feel more valued because more thought has gone into the training process.

Scheduling is vital in the call centre environment, and it is just as important to training as it is staffing levels. By correctly investing in employees and their education, call centres can enjoy an increase in their long-term productivity levels.

award winning