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ML,
One of the areas I've not seen addressed in your replies is the direct corolation between the length of training and absentisim.
Are your agents in a classroom setting for 3 whole months?
Look at it this way - personally, I feel it's way too long to get on the phone. Even if your training is VERY technical - I see it as Burn-out.
Are you "weeding" people out in the initial interview process. i.e. explaining to them the extensive training period before they can actually do what they were hired to do? Don't paint the "rosey picture" in the initial interview. Explain they will be sitting for prolonged periods of time in a classroom setting.
If your company is considering redoing the corporate training, I'd love to provide some ideas.
Hall & Associates
Beverly Hall
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