Updated: Jan 3, 2022
Learning forms an integral part of an employee's successful career.
Today in this session, we are going understand how is training embraced in WFM workings.
When an employee on-boards an organization (a typical contact centre environment), the employee goes through series of trainings.
The training content is designed to facilitate the employee to understand the process and workflow end-to-end.
Generally, the training consists of following components:
Pre-Process Training - These training includes any soft skill training like communication, listening, punctuality, analytical and logical understanding, team work so on and so forth.
Process Training - This headline consist of training pertaining to the process or project the employee is hired for; The training includes induction, process workflow, introduction to different application, technical knowledge so on.
On-Job Training (OJT)/Nesting - Post completion of training, the trainers assists every employee to handle live process/project and help them overcome any roadblocks or challenges. This act drives confidence among employees to work with minimum supervision.
Refreshers Training - This training is designed for employees who have gap in understanding the process or have returned to work from sabbatical leave.
The training is staged through learning, assessment, development and certification (if any).
The duration of these trainings are highly dependent on the content and process workflow.
The duration of training defines on when the employee requires to be hired. Let's understand this with an example:
ABC company is hiring employee for a sales process. The initial training is scheduled for 2 months and 2 weeks of On-Job training. For employees to Go-Live on Production floor in Jan 2022, the hiring team have to plan hiring by mid of Oct 2021 considering that the employees will go through 2 months of training followed by 2 weeks of OJT/Nesting.
From Workforce Management perspective, we incorporate the training duration during ramp/capacity planning; The batches are in virtue to ensure the employees successes production floor as per requirement. WFM employee ensure that the planning thereby is executed on real time by
Co-ordinating with hiring to ensure candidates are hired as per the plan
Training Team is informed to ensure trainers are available and relevant content, application and training rooms are available
Operations team are informed to ensure stakeholders are aware of these hiring and billing is adequately included (as per client norms)
Another aspect to look for is training throughput; This is an important component which is baked into our capacity model for accurate output. Let's look at the explanation below:
Not every employee clear training and enter production; The reason may vary but not limited to:
Attrition during training
Failed certification for particular process
Movement from one process training to another
Thus, training throughput is considered in our ramp planning to ensure this detail gets captured and the actual headcount is close to real time view.
ABC company hired 20 employees to start training in mid of Oct 2021; out of which 2 employees did not clear the training;
Thus, 18 employees out of 20 enter production floor
The calculations goes -> (18/20) X 100 = 90%
Thus, training throughput = 90%
A historical trend is analysed by WFM employees to arrive at a ball-park percentage which is applied to all future Training batches planned in advance in order to create short-term and long-term capacity planning.
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