But we had training on that!

By Brad Baumunk, President and COO, Robert C. Davis and Associates

I was sitting in on a company calibration between the client and the contact center BPO. The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the call flow. When the call ended, there was an awkward silence in the room. Finally the ops manager for the BPO spoke up and said, “She has had training on all of those auto fails!” 

Having spent three days at this BPO, I knew why the training did not stick. Training is just the first step. There was very little follow-up coaching. And in the words of renowned UCLA professor Albert Mehrabian, “People forget 90% of what they have learned within 30 days if your message is not repeatedly reinforced.”

How about your team? Is coaching and development part of your organization’s DNA? Are your leaders doing all the coaching they should be doing? Let’s have a call to discuss how we can get them there.

SMS Bob Davis 678.548.1775 or Brad Baumunk 512.695.2511 or click below.