BenchmarkPortal CallTalk Show to Examine the Worth of Call Center Training Investments
January 24, 2013
By Rory Lidstone
, TMCnet Contributing Writer
BenchmarkPortal (News - Alert) — a global company which provides benchmarking, certification, training, consulting and industry reports to the contact center industry — hosted a CallTalk show entitled "Investments in Employee Training… Are you getting a big bang for your buck?" This show will be brought to listeners with no vendor sponsorship, ensuring that the content is completely neutral.
Held on Wednesday, January 23, 2013, at 10 p.m. PT/1 p.m. ET, the show featured call center learning strategist Susan McDonald Osborne who presented common flaws in training programs, while providing practical strategies to ensure money spent on training results in improved performance in the call center. The program examined if current investments in employee training — which total about $1,200 on average per employee — are paying off.
Other speakers included Bruce Belfiore, CEO of BenchmarkPortal, and Dee Buell, a senior consultant for the company.
With more than 25 years of progressive experience in performance improvement interventions, Osborne brought her extensive expertise in instructional design and project management to the table. Indeed, she may be the best person to talk about the effectiveness of call center training as she architected the 2010 U.S. Census Call Center training solution, leading the training, development, deployment evaluation and operations across the U.S.
Osborne also provided program management and instructional design services to a number of organizations — including Wells Fargo Phone (News - Alert) Bank, JPMorgan Chase, Prudential Insurance, Wyeth Pharmaceuticals, BMW North America and the Forum Corporation — during her time as an employee at a large training development company.
In October, BenchmarkPortal announced the dates for its 2013 College of Call Center Training Excellence program, with the majority of dates for the company's Call Center Online Training Program.
More recently, the company certified OEConnection's customer care center as a Center of Excellence for the fifth consecutive year.
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Edited by Rich Steeves