Certification Testing

[wisdom2577]

I have had great success with implimenting recurrent training programs and then conducting certification testing afterward. Specifically we would have one hour of recurrent training per week per CSR. During that class they would learn on new company information (promotions, sales) technical information (administrative system changes) policy updates (procedure changes, new initiatives) or skills training (customer conflict management, negotiation, sales). At the end of the class they would receive a test on the material. The testing results would be used as the basis for recognition programs for individuals and teams, advancement and disiplinary action.

My question is - how common is this practice in call centers today? While I had great success with it at my last position, in my new role my boss is concerned that people will have a problem with it - a morale problem, be resentful. While I did have a little of that push back at the last position. We stressed that making the most of of training was critical to success and opened the door for greater personal performance and achievement. After a couple of weeks people really began to take to the training and a great spirit of competition developed regarding test scores.

Any thoughts?

[hallbj2]

>>My question is - how common is this practice in call centers today? While I had great success with it at my last position, in my new role my boss is concerned that people will have a problem with it - a morale problem, be resentful. While I did have a little of that push back at the last position. We stressed that making the most of of training was critical to success and opened the door for greater personal performance and achievement. After a couple of weeks people really began to take to the training and a great spirit of competition developed regarding test scores.>>

Hello,
I just had to respond because as a professional contact center manager/trainer for twenty years- I've never heard of such a thing- You said:
"The testing results would be used as the basis for recognition programs for individuals and teams, advancement and disiplinary action". What?????????

1. Why are you basing recognition (which should be based on performance, attitude, etc) on "re-training" or as I call it, refresher training?

2. Are you saying that based on "test" scores- you decide disciplinary actions?

3. If you are trying to make the most out of training knowing it impacts performance, achievement and attitude- why then make it a negative?

Do you really want tenured employees who perform well, go into training knowing that if they don't "score" high enough- they could be disciplined?

I typically "quiz" folks in new hire training before they ever get on the floor. At the same time, I set the expectations for performance and they are held accountable ONCE I am assured they CAN do the job. Later, I conduct refresher training as a follow up.

I'm sorry, but I get really irked at those who protray Training (an important asset to any organization) as FEAR FACTOR.

[wisdom2577]

1. The certification program is not the only measurement to base recognition, but it does play into an assessment of the individual's competency and commitment. In a typical scenario we would combine sales performance, efficiency (AUX AND ACW) measurements with testing scores as a basis for recognition.

My experience dictates that there is a significant gap between typical call center training and performance based on the subjects trained. I have seen time and time again where we take valuable time to train individuals on a specific policy or procedure only to find out later that they continually make mistakes and ask their supervisory staff for additional assistance.

Recurrent experience with scenarios like this has led me to believe that measurement of the effectiveness of the training through certification testing fosters greater results. I have seen it work. Additionally it provides competitive spirit among team members and also their expertise becomes a source of pride. I don't see what this has to do with fear.

Doctors, nurses, airline pilots, stock analyst and many other professions must past recurrent tests to continue to practice their profession - why should call center employees be any different?

2. Individuals that consistently post low test scores will be entered into a performance improvement program. Low test scores would show lack of attention or possibly competency issues. Both are critical to driving successful performance.

3. Why is testing a negative? Excellent performance is recognized at the same level that sub par performance is disciplined.

I want every team member to understand that individual excellence is what makes companies successful. Their understanding and utilizing recurrent training is critical to successful individual performance.

I assume you are holding them accountable for performance (as stated) through some manner of measurement. Why hold them less accountable (through lack of measurement) in recurrent training?

Thanks for your comments - spirited debate in forums like this are very helpful.