Call Center Training - Career Pathing

Align the Call Center

Description:

Contact center turnover is a primary concern for managers who are tasked with justifying training dollars and held accountable for the impact that attrition has on customer satisfaction, service level, and overall team performance and morale. Typically, the contact center is seen as a stepping stone to a more valued position within an organization. Wave upon wave of new hires come through the center and receive valuable insight into products, services, processes, and procedures only to move to other departments or competitors, which reap the benefits of their training.

The Career Pathing Strategy Session assists contact center managers in defining activities and milestones that can be used to create a development plan for representatives, whether their goal is to grow within the department or become a valuable contributor to the organization as a whole. LSA Experts and Solution Experts work with managers to:

1. Determine the optimal “life of a representative”
2. Define incremental milestones that elevate representatives in their roles
3. Highlight courses and certifications that structure performance criteria and subsequent career movement
4. Identify reward and grade-level standards

What is Included

During the two-day onsite engagement, the following four areas are addressed:

• Review of job descriptions and grade levels
• Understanding of knowledge tiers
• Investigation of available representative training
• Mapping of job movement

Target Audience:
The Career Pathing Strategy Session is for the contact center management team.
 

To speak with an LSA Expert to learn about the call center career pathing program customization options for your company, please contact us.