The relationship between effective training and fewer, better support center calls is well known, if not very easy to quantify. Sixty-seven percent of support organizations differentiate between incidents (unplanned work required to fix something) and how many are service requests (nothing is broken, but a service is required), but only 43 percent measure those calls separately. It’s difficult, though, to predict the effect of better trained customers on those numbers. Of course, perfect training is an improbability, but certainly there’s room for improvement and room for fewer calls.
I wrote this article for HDI’s SupportWorld magazine, which you can get from the HDI site — If you have a subscription. If you don’t have a subscription you can see just the article here.
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