2011_ContactBabel - Syntellect

it should not be relied upon to take the place of structured training methods, particularly as the ‘buddy’
themselves will often not have received any detailed training on what to do.
The mentoring technique is a more hierarchical version of buddying, involving more knowledge and skill transfer
and often a more formal setting, with specific time set aside, perhaps with a small group rather than an individual.
Again, most respondents state that they use this method of training, although in reality, some of the mentors will
actually be more like buddies - those on a similar level, albeit with more experience of how the business works.
Mentoring comes with a definite cost, as the mentor is likely to be an experienced and skilled individual and thus,
their time will be in great demand. The mentor may run specific regular sessions for their protégé or group, based
on transferring specific knowledge and skills, and perhaps being involved in the protégé’s career progression. This
method is rated the most effective way of training new agents, along with live call-taking, which is a training
method specific to contact centers whereby new agents make the transition away from the classroom by taking
live calls in a tightly-controlled environment, with one-to-one supervision that is gradually eased as the agent’s
competency and confidence grows.
E-Learning currently lags some way behind the other training methods in terms of its use, although it is far more
prevalent than it was even 2 or 3 years ago. This training method involves the agent taking software-based course
modules at their own desk, which reduces the need for expensive formal training sessions at times which may not
be suitable for the business (e.g. taking agents away from their desks for training in the middle of a call spike isn’t
generally welcomed). Such courses are may delivered via the web as ‘software-as-a-service’, or the company can
buy licenses, either of which can be cost-effective and flexible, although there are limited options to change
content or ask questions in most cases.
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