Who "owns" training for your service desk agents?

An open discussion on issues related directly or primarily to the service or help desk.
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tmack
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Joined: Sat Jan 20, 2007 7:00 pm

Sat Jul 24, 2010 3:54 pm

I have read quite a bit on this and tried a multitude of different ways but was just curious if someone would share successful solutions in your organization? Also what is your current ratio of agents to training resource; mine is currently about 14:1 (agents:trainer).

Thanks all..


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LennyD
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Joined: Mon Aug 30, 2010 8:00 pm

Tue Aug 31, 2010 12:25 pm

tmack wrote:I have read quite a bit on this and tried a multitude of different ways but was just curious if someone would share successful solutions in your organization? Also what is your current ratio of agents to training resource; mine is currently about 14:1 (agents:trainer).

Thanks all..
I have my top agents do all training. Currently I have 3. I guess my ratio is 17:1. The trainers are rotated as new employees come in. In this organization an analyst must stay in the Service Center for one year and is then allowed to move on to a new area, so I have turnover approximately every 4 months. We work in the gov. contract arena.
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