Darren Rhodes gets advice on just how to convince senior management to change tired training methods that no longer work.
In my experience managers usually respond when you hit them where it hurts - in the financial area.
Perhaps if you can make a business case to justify the improvements by demonstrating the cost to the business of the current recruitment practice and inadequate training.
The following may help:
- 1. Enter the salary for the role (s) that you wish to fill in your organisation.
- 2. Consider the costs of benefits, or any bonus.
- 3. What is the cost of training? Salary of trainer plus salary of new starter?
- 4. Can you put a cost on the fact that while they are training they are operating at less than optimum performance including additional supervision? Impact on team morale? Cost of poor/slower service/lost calls.
- 5. What is the cost of time spent sifting and interviewing for the post on your behalf and the time and cost of rejecting other applicants, by phone or letter as well as putting the new person on the payroll (admin costs.)
- 6. Then on top of that imagine if there is claim/tribunal/really bad customer service/complaint that causes negative publicity or even lost revenue.
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When all else fails
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