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Professional Development for Call Centers

Posted by Rob S. on May 12, 2017 9:00:00 AM

In-house training and external educational opportunities.

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. This same research reveals that it will cost $4,000 to hire a new worker and $4,800 to train them. That means today’s call center supervisors must be talented mentors, motivators, and managers. The U.S. Office of Personnel Management states that investing in professional learning and development for supervisors will save money, improve work quality, and increase employee job satisfaction. Let's look at some of the challenges supervisors face in the quest for professional development (PD), and further examine how to promote the necessary skills and knowledge needed to achieve success and exceed goals.

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Topics: Contact Center Management, Professional Development

Professional Development for Call Center Executives

Posted by Linda D. on Apr 20, 2017 9:00:00 AM

Call center agents are generally responsible for taking customer service calls and helping people with questions or problems related to the product or service they’ve purchased. Call center executives, on the other hand, usually have a few more responsibilities. Stretching, growing, and moving forward professionally requires specific skill sets that should continually be developed and honed, no matter the position. 

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Topics: Professional Development

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