When should you outsource training?

Does your contact center do all of it’s training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost?

There may seem to be many factors to consider when deciding to outsource your training, but generally they all boil down to cost, quality, and capacity.


This is the factor that often times comes up first, because who isn’t trying to cut costs? We all know training is a necessity, so we can’t cut it out completely, but we aim to do it as cost effectively as possible. So, what’s more affordable, in house training or outsourced? As much as I’d love to give a black or white answer, it depends. Evaluating your options doesn’t have to be overly complicated though.

First, calculate how much it would cost you to deliver the training internally. Note, this assuming you have the capacity internally to deliver the training at the quality you desire, but will get to those two factors next. To calculate this cost you’ll want to consider both the cost to develop the training and the cost to deliver the training (hours to create + deliver x the salary or hourly wage of the trainer). Tip: make sure to consider whether the delivery of the training is ongoing or if it only needs to be delivered once.

Then, compare that cost with your outsourced options. Which, by the way, can vary greatly!


Before you even get to considering cost however, you’ll have to consider quality. If you don’t have anyone on staff (and aren’t planning to hire anyone) with the knowledge to be able to develop or deliver the training you should definitely outsource it. Depending on the training need you may easily be able to cover it internally and at a high quality or you simply just won’t be able to.

For example, if you need to train a new agent on how to submit for time off requests, you probably have plenty of experts in-house to facilitate this. On the other hand, if you need to train a new WFM analyst on long term capacity planning, you may not have someone already knowledgeable in this. In that case, it would be well worthwhile to hire outsource this to someone who is an expert in the area.


So, let’s say you have the know-how internally. You should also consider the capacity of your team. If your resident subject matter expert isn’t a designated trainer, they may not have the time to create and deliver quality training to others in your organization. You may not even have the demand to employ a trainer on your staff, and that’s ok. After all, training is a necessity, but it isn’t your core business.

If you do have a designated trainer or training department, that’s great! You still may want to consider outsourcing you're training from a capacity perspective if it will be a training that is complex to create or delivered numerous times throughout the year. If the training is overly simple and delivered at a high frequency, it may make sense to outsource so that your training department has time to focus on other efforts. On the other end of the spectrum, if the training is highly specialized and cumbersome to create, it may also make sense to outsource so that you aren’t tying up too much of your resources into one particular training initiative.


Well, there you have it. Cost, quality, and complexity, although not in that order. While cost always manages to make it’s way to the top of the list, it logically makes more sense to start with quality (do we have someone with the knowledge to deliver this internally?), then capacity (do they have the time to do it?) and then cost, (is it worth their time?).

If you’re now thinking, “wow, we need to start outsourcing some of our training”, you’re in the right place! At The Call Center School, training is our core business. We live it, we breathe it - all day, everyday. Whether it’s soft skills to handle angry callers, or hard skills of applying statistical analysis to predict call volumes; we love creating interactive e-learning courses that are fun to take, are easy to understand and teach skills that can be applied on-the-job right away. Our price points are something to get excited about too.

To learn more about our scalable, on-demand, high-quality curriculum, created by industry experts and elearning professionals, visit our training library. With over 30,000 certified graduates of The Call Center School, we’ve helped thousands of contact centers around the globe, you can read what our customers are saying about us here.  


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In this article, we'll explore the 7 skills acquired by a successful contact center supervisor.


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This constant change poses the question; where does the art of WFM stand in 2019? This question has occupied our sister company, injixo, for a while and they have undertaken thorough research to answer that exact question. With their support we are happy to be able to share some of the key findings from their research in this blog post.


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Foundational QA techniques that stood the test of time

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In this blog post we'll share 6 foundational quality assurance best practices that are just as relevant today as they were a decade ago.


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High agent turnover is a problem shared across the contact center space. On average, attrition rates in contact centers are between 30-50%. In extreme cases, centers experience more than 100% attrition. In comparison to all other industries, this is exceptionally high where the national average hovers around just 15%.

As you are probably aware, this is a very expensive problem. When considering recruiting, hiring, and training, research by the Everest Group indicates an estimated direct cost to contact centers between $3,100 and $5,100, to replace a single lost employee. What’s more, is that because of a temporary drop in productivity, companies miss out on revenue, which is estimated at an additional $2,000 - $3,000 per lost employee.


The Rise of the Multi-Channel Agent

And How to Prepare Agents for the Job

The days of the call center, a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. This trend continued and the number of channels continued to grow, turning contact centers into multi-channel centers where customers can choose to get in touch with companies using the channel of their preference.


Why the concept of "The Power of One" is important to your contact center

How one agent can make a substantial difference

Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference. They can give every single customer a reason to return.

Sound like a lot of power? Well, it is.


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Delivering effective customer service via social media. Where does your center stand?

Here at The Call Center School, our core focus and passion has, and will always be, developing first-class, engaging content that every cog of the contact center can enjoy daily and benefit from. From Quality Analysts, to Supervisors, to the frontline agents assisting your customers this very second, we leave no stone unturned in delivering the best learning experience we possibly can.