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Q:

What is the industry average # of training hours per month provided to call center reps?

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Dear Barry, The answer does vary quite a bit depending on the industry in question. e.g. for the financial services industry, which includes banking, the average on-going training for existing agents is 4 hours. Research shows that an average of around 17 hours of coaching is delivered to agents per month. This can cost-effectively be increased using a real-time online virtual coaching tool delivered to the agents at their desktops, resulting in improved first call resolution and employee and customer satisfaction. For new hires, the average call center spends over 180 hours training each agent (including both classroom training and on-the-job training) In general, call centers report that they allocate initial agent training into the following categories including the respective percentage of total training time spent on each category: product knowledge (30%), administrative procedures (20%), telephone techniques (20%), and screen navigation (10%). more
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