Asked: How do you measure the effectiveness of trainers that work for you remotely; specifically in a third party call center that is responsible for training agents who will support your company?
Answered:
Three of our training consultants tackle the answer. First up is Priscilla Shumway who said, "If there are internal measure such as:
- number of calls answered per hour
- number of calls that need to be escalated to supervisor
- employee turnover
- customer satisfaction surveys
then these can perhaps be measured against a 'norm.' Anything that is out of that range could be an indicator of effectiveness. You can also do a 360 review of the employees you are training."
"I agree with Priscilla," began Rich Meiss. "There have to be some 'hard measures' that employees are graded against to determine the effectiveness of the training. And to really measure the effectiveness of the training, there would need to be some before-training and after-training measures put in place (pre-test and post-test questions to measure knowledge gained or skills checklists to measure skills learned)."
"The only other thing I would add is to look at the strategic plan and see what need is being met through this training," added Scott Enebo. "How is it helping the organization be successful? Things like: call throughput, decreased repeat calls, customer satisfaction (along the lines of what Priscilla and Rich said). Looking at the big picture, it is easier to see how needs are being met so the metrics for the training are easier to hone in on."
