For some industries, this time of year is all about reflection. It’s time to gather end-of-year data, close out books, finalize 2013 plans and finish off any budgets not already completed. It also means that employees have a little down time. This is an excellent time to encourage employees to participate in extra training.
If your company is fortunate enough to have a virtual training program, getting employees to participate is very simple. If not, then providing some quick classroom training is completely doable. There are several considerations and decisions to make, but overall you can get additional training done quickly if you follow these three simple steps:
The obvious time to train new agents is in the beginning, when they are fresh and ready to learn. Yet over time bad habits can form if training is not reinforced. Choosing a time when the organization is less busy alleviates a large amount of stress, leaving agents in a better learning state. The ability to absorb the material, even delivered via email, will increase if the agents are not focused on large numbers of customer transactions and other important work.
Delivering ongoing training improves quality and customer satisfaction. Taking advantage of those rare slow times is a great way to maximize training opportunities and break up the routine of your agents, leaving everyone happier and more prepared to care for your customers.