In our first Tips & Tricks October session, Jamie focused on training plans that cater to different agent levels and performance needs in contact centers. She covered how effective training plans not only streamline onboarding but also support ongoing development, coaching, and compliance tracking. These plans are essential for ensuring agents consistently improve their performance, and they allow managers to set clear expectations and meet departmental goals.
Key Takeaways
- Versatility of Training Plans: Training plans are highly adaptable for various scenarios, including onboarding new hires, preparing agents for promotions, system-specific training, new processes, compliance updates, and ongoing leadership development. Repeated coaching sessions or compliance trainings (monthly, quarterly, etc.) ensure agents stay updated on evolving requirements.
- Customized for Agent Levels: Plans should be tailored based on the agent's experience and current performance level. For instance, new agents may need foundational training, while tenured or returning agents might focus on specific areas where they’ve fallen behind. Special attention should be given to struggling agents or those returning from leave to ensure they reintegrate effectively and address performance gaps.
- Establish Clear “Passing” Criteria: Define what success looks like for different types of agents. For example, the criteria for passing could differ for a new hire versus a tenured agent. Training plans should outline the steps needed to meet these standards, whether through consistent click scores, practice sessions, or goal-specific milestones. By establishing these parameters, agents and supervisors can track progress more effectively.
- Ongoing Coaching and Development: Training plans should not be static. Regularly scheduled coaching sessions—whether weekly, monthly, or quarterly—are essential for ensuring agents continuously improve. These ongoing touchpoints give agents the opportunity to work on weak areas and build on their strengths, ensuring long-term growth and compliance with organizational standards.
- Goal Alignment for Performance Improvement: Training plans allow managers to align agent development with the department’s larger performance goals. By breaking down areas for improvement, these plans ensure that agents contribute to meeting key performance indicators (KPIs) on a consistent basis. When there are deficits in reaching targets, particularly toward the end of a quarter or year, training plans can be adjusted to meet these objectives more effectively.
If you missed anything or want to revisit the session, check out the full session video: