The two most common metrics for analyst training are new analyst training hours and annual analyst training hours. New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching, and on-the-job training, that a new analyst receives before they are allowed to handle customer contacts independently. Annual analyst training, by contrast, includes any ongoing training that an agent receives after their new agent training has been completed. Annual analyst training does not include routine team huddles, shift handoffs, or other activities that do not involve formal training. Most support organizations don’t do as much training as they would like to. The most common reasons cited are budget and time constraints. However, benchmarking data shows that training hours are one of the most effective investments a support organization can make. The best performers in the industry almost always invest more in training than their industry counterparts. Why is this important? Analyst training is one of the key drivers of first contact resolution rate and customer satisfaction. And it’s one of the few metrics that a support organization has complete control over! Learn more in the HDI Metric of the Month!
