8. Call center training budget

• Published: 15 Aug 2006

According to call center experts, what percentage of the call center budget should go to training?

a) Less than 1%
b) 3% to 5%
c) 5% to 10%
d) Whatever your call center can afford

ANSWER: B

Donna Fluss, Principal of DMG Consulting, LLC. says the training budget for a relatively stable shop is generally 3% to 5%.

"With today's ongoing corporate cost control pressures, it is tempting to slash your training budget, as it may be viewed as 'non-productive,' " Fluss said. "This is a mistake. The right training courses yield more productive agents who will also deliver a better customer experience. In my experience, I have found that well-designed training programs are one of the highest return investments you can make. To justify training investments and obtain management approval, I've studied a number of programs and calculated a rapid ROI of six to nine months."

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