Do People Respond To Testing?

[wisdom2577]

DOES RECURRENT TRAINING AND TESTING WORK?
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?

A SPIRITED REPLY

>>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.

CLARIFICATION

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.

[NBosch]

Training is definitly one of the factors one should consider for evaluation and recognition. However I have some doubts about the set up you choose.

1. 1 hour training session
This seems fairly short i.m.o. I guarantee my CSR's 10 days of training per year in a variety of themes, but none of my sessions take less than 150 minutes, so that every them gets the attention it needs.

2. The impact
In your setup, I think the importancy of training is overrated. To me it is also critical, but in total it makes up about 10-15 % of the evaluation.

3. Disciplinary actions based on tests
This is a dangerous statement. Why, because it neglects the impact the trainer has on the subject. A bad trainer could endagner the motivation of a greater group.

In my opinion, training is a valuable tool, but it is not my core business. It is an indicator, but not a die hard target.

-Niek-

[getgunner]

I agree on the testing completely, after all, it is the customer who has the benefit from the employee being better trained to perform there duties. But you need to make sure the training is accurate and performed well. You will know if this is true because of the overall test results, if the vast majority are apssing the test you know it is working, however, If someone falls far below the average, you know there is an issue with that individual.

I also see no issue with a corrective action being taken if an employee is unable to answer questions put forward to them after they have been trained on a subject. If your interview and hiring process was good, and the employee was able to pass the needed training at the beginning of their employment, then it would indicate to me that during this testing they were either not listening or could not be botherd to learn. Either way, I DO NOT want that person talking to my customers with that type of attitude!!!!!!

One caviot to that is the employee MUST be in obvious need of the corrective action, in other words if they are falling far short of the testing scores for the call center as an average.

I have to disagree strongly with those who claim it puts an employee under pressure, that type of mindset only allows poor service to the people who pay our wages, the customer!!

Sub-average results from any employee are unacceptable at any level, I do not employ or pay employees to give my customers poor service, and by not knowing the products and procedures that my company and our customers demand, when they have been trained upon them, is in my opinion inexcusable.

Keep your testing going, back make sure it is fair and accurate.

[justinmp3]

wisdom2577 yes it does accually work every thing you said. i am a manager at a call center and we had a decent trainer but she was only touching the sales evaluation and she was very good with customer service training well she decided to leave us , Phew :) and my roomate was an nsr (nutritional suport rep) and now he is a manager/trainer ,all the things u were saying sounds like somthing he would say you sound very enthusiastic dont loose that.keep up the good work.damn u remind me of my roomate - Keep implementing training if your boss doesnt like it tell him to stop being so negative and read a self help book.you got some great ideas we need more people like you in our call center