Training and Quality staffing

[Susan Van Asten]

We have operated in a very "skinny" environment for years, quite understaffed with trainers and auditors and not in a hiring mode except for occasional replacement for attrition. We are expecting to move into a hiring/growth mode and want to beef up our team accordingly to be able to handle the hiring, training, and follow up auditing and training needs.

What is your call center fte to trainer and fte to auditor ratios? How long is your training program? What is your new hire audit plan as well as existing rep auditing plan? Does your team perform core process audits as well?

Anything you could share that would help us to staff and plan appropriately would be appreciated.

Thanks!