The L&D Forum

Hi!

I'm gathering information for a piece of work I'm doing at the moment regarding expectations of new hires within our contact centres, and I'm curious what life is like in other people's worlds.

If you could spare 5 minutes to answer the below questions I'd be really grateful:

1. Upon completion of your induction training, for new to business operational colleagues - CSR’s/Service agents etc. - what KPI’s (if any) are used by your requesting stakeholders to measure the competency of a colleagues Training? This could be average handling time, hold time, ACW/wrap time etc.
2. Do your requesting stakeholders have expectations/measures to meet the business 'average', and if so by when? E.g what is the expectation for speed to competence - this could be a 30% higher average handling time in month 1 reducing by 5% each month for the first 6 months, for example.
3. Do you have a Training & Competency Scheme/Framework? If so, how do you prove ongoing competence once the colleagues are permanently out in the business? This could be annual knowledge assessments, continuous learning plans, annual refresher training etc.
4. What industry category does your business fall under? (Financial services, Tourism, Manufacturing etc.)

Thanks for your help!

Cheers

Simon