Understanding Your Contact Center Costs: Training

Sometimes it seems inevitable that every time a budget is approved with funds allocated for new, additional, or improved training, something occurs and the training is the first thing removed from the budget. We have heard this refrain many times over the years. From the perspective of senior management, Training looks like a safe place to cut:

“We will be no worse off by cutting here than were are today.”

I would agree that this statement is true. However, if you are bleeding, staunching the wound might be a better approach than the status quo of continued bleeding.

Training, coaching, and personal development must be viewed as an investment. Only seeing the cost side of the equation is a common blind spot. It is not about the upfront cost; it should be about the downstream benefit.

Typically, when we think about the cost associated with new agent onboarding training we think of the trainer, the training room, the students being trained, and the cost of each of these. The Trainer for...
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