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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Training & Development
supportworld , metrics and measurements , customer satisfaction , customer experience
Working Together: Building an Autonomous Team of Leaders , Transformative Training: How to Foster Learning for Service and Support Teams , The Two Sides of Customer Service Training: Human and Technical , Recognizing a Diamond in the Rough: Coaching for Success , How to Get Your Support Team Obsessed with Service
Why It’s Important
Agent training is one of the few metrics that a support organization has complete control over. Moreover, it is a preventive/proactive metric because higher training hours are positively correlated with several other important metrics on the service desk. For example, agent training is one of the key drivers of first contact resolution rate (correlated in the figure below). And as we know from prior Metric of the Month articles, first contact resolution is the single biggest driver of customer satisfaction. This is why support organizations looking to improve their customer satisfaction scores will oftentimes increase their agent training hours in a bid to increase first contact resolution rates, which then drives higher customer satisfaction levels.
Industry Benchmarks for Agent Training
Agent training hours can vary dramatically from one organization to another and from one industry to another. MetricNet’s global benchmarking database shows that the average new agent training is 147 hours (almost four full weeks), and the average annual agent training is 23 hours. These metrics range widely, however, from a low of 85 hours to a high of 236 hours for new agent training, and from a low of 0 hours to a high of 90 hours for annual agent training (represented in the figure below). These large variations are a reflection of each company’s individual training philosophy, as well as the budget and time constraints mentioned above.
Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University. Contact Jeff at firstname.lastname@example.org . Follow MetricNet on Twitter @MetricNet.
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