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What percentage of a call center budget should go to training? My budget was cut significantly this year and I need to train a number of new agents – I’m not sure what’s standard for training.

What percentage of a call center budget should go to training? My budget was cut significantly this year and I need to train a number of new agents – I’m not sure what’s standard for training.

8/2/2006

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Question
What percentage of a call center budget should go to training? My budget was cut significantly this year and I need to train a number of new agents – I’m not sure what’s standard for training.

Answer
The percentage of your budget that should be spent on training depends on a number of factors. Generally, agents benefit from participating in:

1. New hire training – generally lasts two to six weeks, depending upon the organization.
2. Up-training – generally one hour per week and minimally one hour every other week. This time is used to retrain agents on issues identified during the quality assurance process or to teach agents about new products, services, systems or procedures.

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