Hello all you Call Center folks! As a trainer, I am very interested in finding out more about how other call centers conduct training. In-house or outsourced? How long does it take to adequately train a new-hire? How much of that training time is spent on hard skills? Soft skills? Did you develop your own materials, or did you purchase 'canned' programs? Little of each?? What about Train the Trainer programs - do you use them, or just choose a SME from within and let them 'wing it?' I am all ears....postaway!

Hi Rachel

I am responsible for training for new staff within our call centre. I have studied for the CIPD Certificate in Training Practice and am currently working towards full CIPD membership.

I try to split the training between hard and soft skills. Generally the new staff member will spend some time on their first day listening to calls to give them a flavour for what the company does. We then look at the skills needed and tailor the programme to individuals. I find some people pick up the skills quicker than others and three week induction programme is not always necessary for these people.

I am currently producing new induction material for staff based on feedback from new staff - but this is proving problematic as everything keeps changing!! I guess I should expect that by now!!

I would like to hear how other people deal with training for their new staff too as I am sure we all pick up good ideas from each on what works well

Shirley