When I was in charge of training, attrition was one of my metrics. It is part of a trainer’s metric as well since we were all accountable for ensuring all, if not a major part of the students passed with flying colors.
But, I’ve always thought of the right number. Was it 20% or perhaps it was something higher or lower. What we’ve done is to base it on historical data but this wasn’t a good number as well. What was realistic?
I can’t say I’m an expert in putting a number out there but I had to depend on my so called resource plan. It is a spreadsheet that forecasts the percentage of attrition on the floor every month and also outlines the training modules a program has to go through. It is a good gauge to plan more efficiently. Every week I need to update it with actual data and this will serve as a trigger on how many new agents we need to hire. This will also tell me an average percentage of training attrition.
Right now, we are hitting 6% training attrition as opposed to an initial 23%. This to me is great because not only do we figure out what the perfect profile is for that certain account; it also helps operations manage their own attrition in the long run.
So, what is the standard? I say, "you create your own numbers and set your own goal".
» A Personal Journal: The Training Plan for a New Year from CallCenterScript
Since I took the role of being head of both the training and quality department, I realized that I spent more time on getting training plans in place. I had to work with my managers to book all training classes... [Read More]
Tracked on: December 26, 2006 3:23 PM | Permalink to Trackback