Hot Tip - Shelf-Life of Learning

Here's one for your team leaders or coaches! Did you know that the key parts of the call centre skill set wear out?

For example, following a formal training session, call openings become tired after about 4 weeks, questioning veers back to an over-reliance on closed questions after 8 weeks, listening skills erode after 7 weeks. Most coaches and team leaders get stuck in a groove and coach the same things all the time but having special "skill weeks" where you focus specifically on a part of the skill set will pay dividends.

As an example, hold a "listening skills week" 6 weeks after formal training to head off the performance decline. A useful way to use time between marketing campaigns.

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