I am looking in to the possiblilty of setting up a graduation bay in the call centre where I work for those who have completed a 4 week training course.
I would like some advice on best practice in other graduation bays e/g the ratio of managers/floorwalkers to trainees etc, and also some ideas of the areas I would need to take into consideration when researching this idea.
Many thanks
kay higham
5 Responses
Graduation Bay
Key,
I have had previous experiance at setting up graduations bays for several companies.
Please feel free to drop me an email if you wish to discuss further.
Neil
neil@train2develop.com
Graduation Bay
I have previously set up something similar – please drop me an email if you want to set up some time to discuss, as the issues can be complex, and will depend on the way that your centre operates just now.
Gillian
More please
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‘Model Office’
Hi Kay
We use a similar environment to your idea of a graduation bay. We call it our model office where trainees take live calls with support. There is a ratio of 3 trainees to 1 mentor who is an experienced member of staff (with mentor training) who normally works in the department that the trainees will be moving to. We find that the use of managers can intimidate trainees and they tend to avoid asking questions, whereas the use of staff that are doing the role that the trainees are learning gives them more confidence to ask and also they have a friendly familiar face to turn to when they go into their department. It has been working very well for us for years.
Good luck with your graduation bay.
Graduation Bay
Kay, firstly well done for exploring this concept, it’s certainly one that works tremedously well in many organisations.
I’d certainly explore the best balance of floor walkers and managers but also carefully manage the selection process for both of these roles. Where I’ve seen the copncept work best and worst, much of it was to do with these key roles.
In addition I’ve found it important to explore and challenge the commitment to the overall process. One of the big ‘Centre of Excellent’ projects I was involved in was fantastically successfully until the business withdraw the majority of the resources committed to it.
I’d be happy to share more thoughts and experiences if they would be useful.
Best of luck with the project.