Trainings

I'm currently training another agent again. And continuing the training of the earlier one, or rather, a sort of re-training. The first agent has not passed his verbal exams yet. He is still getting lost in the problems solving and he still has lapses in grammar. The QA thinks it can be attributed to the overwhelming amount of data he has to learn. A matter of sheer volume he has to know before he should be taking any calls. A lady CSA opines frankly that the trainee is a little slow. Plus he has a problem with complying with the break schedules; almost always goes over break or forgets about logging in or logging his breaks.

So far, he has been given three final verbal exams, and in all these instances he has flunked them, because he gets lost in the shuffle, not immediately getting the caller's real problem and, hence, takes too much time trying to find a solution. He dances to the solution instead of going straight and giving the caller the solution. He has been given the opportunity to receive calls to get his feet wet. But even if the problems cited are almost always the same, he has not yet gotten to the point where he can answer these questions and get solid scores from the QA.

After three training days the new trainee is still groping. I know he is overwhelmed, although he has not admitted it yet. What worries me is that he practically has no hands-on experience trouble shooting on the PC. His work experience is on the Mac.

Both of them are not really hardware kind of guys so work needs to be done there. They need all the practical experience they can get. I cannot be faulted for not supporting these two guys. However, the question remains, are these the right type of agents for the job at hand?

--andoy