Why ongoing contact centre training and development is critical for success

The benefits of ongoing contact centre training

When we think of training and development in the contact centre, we often think of the programs we run for new hires.

Whilst these induction training programs are incredibly important, of equal importance is ongoing contact centre training and development.

Employers do however face obstacles with ongoing training and development.

Whilst initial training is essential for contact centre employees to do their respective jobs and tasks to the best of their ability, further development opportunities are sometimes expensive.

The expenses incumbent of further development are training costs, employees missing out on on-phone time whilst attending training sessions and impacts to service levels, which is why many employers don’t get the most out of implementing further training and development for their staff.

Jim Estill, on createbusinessgrowth.com, suggests that despite the potential setbacks that can be caused, ongoing training and development can provide both the company and individual employees with benefits that make the time and money spent an investment that is worthwhile.

Four reasons why ongoing training and development is critical for success

Below we outline four of the primary reasons why ongoing training and development in the contact centre is not only beneficial but necessary for continued organisational growth;

1. Addressing Weaknesses

Inevitably, each individual will have strengths and weaknesses, it’s human nature.

Generally, during initial training, we recognise strengths right away.

More often than not, we immediately play to the strengths of an individual, to advantage both them and the business.

What we tend not to do, is immediately address weaknesses, and take the time to turn them into strengths.

Ongoing training and development opportunities allow employees to not only discover where their weaknesses lie, but to also work on them and develop in order to become better at completing certain tasks.

Additionally, If each employee has strong, all-around workplace skills, this provides for a better working environment and helps to reduce any weak links within the workforce who rely heavily on the help and assistance of other employees in order to get a job done.

2. Improved Performance

A contact centre employee who has received the necessary training is better able to do their job to the best of their ability, it’s true, however, do we set the benchmark on performance at the onset without ever attempting to improve it?

Not if we want a sustainable business.

Investment in ongoing training and development is ultimately going to improve processes and increase revenue for your business.

Improved employee performance ensures that processes run smoothly and efficiently in the workplace as it will improve the communication and teamwork skills of employees, as well as enabling them to be more adaptable to change.

A well-trained, up to date workforce is one that is confident in their abilities and able to complete work to the best standard that is required.

3. Consistency and Reduced Risk

For a cohesive working environment, we also need to ensure that we remain consistent with education on discrimination, health and safety, and administration.

Employees will feel a sense of stability with regular instruction on workplace policies and procedures.

Your company is at less of a risk of accidents and other mishaps.

For example, those employees who have received correct training about proper procedures will be able to report incidents accurately, in turn allowing the management to note what has gone wrong and any preventative measures that can be taken in the future.

4. Job Satisfaction

Investing in training opportunities is but one of many ways to show employees that they are valued.

Employees who have access to ongoing training and development at work have the advantage over those employees who are left to seek out training and development opportunities on their own and fulfils the need for a sense of worth that is innate in human beings.

How does your organisation approach ongoing contact centre training and development?

Recommened reading: 5 Tips for Effective Training in Contact Centres

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