Ongoing Frontline Training
Illustration by Sergio Luna

We asked that question in a recent poll on Contact Center Training. The majority (84%) of participating contact centers reported providing ongoing training for frontline staff. Of those, 71% said they provide up to 50 hours of training annually, and another 21% offer 51-100 hours.

However, when asked whether they felt that frontline agents received enough ongoing training, 71% of participants said they did not. Many managers commented that most of the ongoing training in their centers only focuses on product, technology and/or procedural updates, not skills development. Others stated that their centers are understaffed, making it difficult to pull agents off the phones for ongoing training, and that there just isn’t enough time for training.