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ASPonline.com >
Reports >
Technical Support Training Metrics
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Technical Support Training Metrics
Publication date: 9/03
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Executive summary
Software support groups vary widely in the number of hours of training they
provide to their agents, the timing of that training, the content, and the
delivery methods. Nevertheless, there seems to be a definite consensus about
"best practices" in some key aspects of in-house training. Based on data
from 136 software support organizations, this report provides benchmarks and
guidance on the following topics:
- How three prevailing training models—QuickStarters, Mainstreamers, and
Academics—are reflected in the way orientation training is delivered.
- The number of hours of follow-on training that companies give to first-year
and experienced support reps.
- How training hours are allocated to such areas as product knowledge, call
handling skills, and team building.
- The percentage of training hours that are delivered through classroom
instruction (by in-house trainers and third-party instructors),
self-directed e-learning methods, and conferences and seminars.
- How companies decide whether or not to administer post-training competence
tests.
- Techniques for training new reps, improving the training experience,
creating incentive plans, designing courses, and more.
Copies of the survey are free to ASP members in the
members-only area.
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