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Seb Anthony

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How many Trainers?


I am in the process of realigning an Ops Training Team within the Insurance Industry (call centre). Currently in my orgainsation we have approx 1 operational trainer for every 100 customer facing staff but the training team seem stretched. Naturally I acknowledge that there could be many reasons why an ops training team could be stretched other than insufficient numbers but I'd like some feedback and information from other Ops Training Managers for comparision and ideas.
Many Thanks
Kevin Green

3 Responses

  1. How many Trainers?
    Dear Kevin

    The Training Foundation tracks research on these issues as part of our mission of empowering everyone involved in training and developing others. According to a source quoted by College London (UCL) a survey of British Companies carried out in around 2000/2001 revealed that the average ratio of training personnel to employees is 1:412

    On the basis of this deceptively simple comparison , you apparently benefit from a high ratio of trainers to staff. However there are at least three reasons why the environment in which you operate is likely to be far more training-intensive than the average:

    1) The Insurance industry is obviously heavily regulated, placing a heavy burden of regular mandatory training on employers.

    2) You will no doubt offer a wide range of complex products, which change periodically and in turn create training needs.

    3) Call centre environments tend to suffer from a high level of staff turnover and churn from one employer to another. This creates a burden in terms of induction training and in turn triggers waves of product and mandatory training.

    If you are seeking to benchmark your own organisation against another do check that they operate in a similar regulated call centre environment with comparable HR dynamics.

    If not the advice you obtain could be dangerously misleading…

    I hope this helps.

    Yours sincerely

  2. Many Thnaks
    Adrian – did’nt see a way of thanking you directly but was keen to express my gratitude for your answer. Your comments are accurate when taking into account the different variables that I’m facing in the ins industry.

    Thanks again.


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