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Training Updated
In a recent Ascent Group Best Practices Benchmark Study (2006) entitled “Improving Front-line Training & Development (Training the Front-line to Deliver “Top-Notch” Service), continual training program improvements tops the list of improvements.
Other plans to revise or supplement include:
- More in house delivered training
- Involvement of upper management in training program
- Eliminating the ‘nice to know’ training making the program more efficient
- Developing a strategic plan for content and process
- Reconfiguring training programs to fit available resources
I feel really good that what I have been saying for over a year now is reinforced by the above.
Specifically, I reported:
- Training budgets are 4.6% of total payroll — from the top 100 companies
- Human Capital (people) is the highest priority — the compromise: on site versus off site training
- Training is an ongoing process — not an event — and should be delivered over time
- 95% of organizations offer training and 75% is still live!
- Any touch points to the customer should be included in the training, i.e., supervisors, managers, directors, trainers, etc.
- Training should be customized based on a needs assessment and must be experiential, include role play and be highly interactive
- Metrics are now linked to:
- ROI , i.e., call length, first call resolution
- Bonuses for individuals/teams
- In ’05 $6.9 billion spent on training
Where are you in the above? Where do you want to be? What are you waiting for?
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