I'm still researching this via a variety of organizations, but ask for everyone's input.
1) How long is your new-hire training program for call center agents? (hours, days, weeks, . . . ) This typically includes corporate
orientation, technical skills using your systems, your company's
products and services, and other customer service skills as necessary.
2) Do you also add on a transition or probationary period after initial new-hire training? This may include close monitoring with a
senior agent or supervisor, a more isolated or protected environment
similar to but not exactly like the call center floor, etc. How long
does this transition period last?
3) What do you think your organization is doing differently in your new-hire on-boarding process, something that you rarely see other
organizations doing? (anywhere in that process: advertising the job,
recruiting/screening, interviewing/hiring, orientation & training,
integration with the organization and work team, etc.)
4) Do you use a "certification" process of any kind?
5) How many hours or days of training do you provide for ongoing development of a call center agent each year? What is the ratio of technical or product/service knowledge compared with soft skills?
6) Has your total training time, both new-hire and ongoing (per year) changed over the past several years? Are you doing more or less? What prompted the change?
Thanks for any and all replies. I'll post a summary of the results approximately 1 month after posting this request.