It's not the new hire's fault for being unprepared and under-trained.
There is plenty of blame to go around.
Yesterday I called my phone company, Qwest (soon to be CenturyLink), to inquire about their Internet service. Had I not wanted to give David, the young agent I was working with, a chance, I would have asked to speak to a supervisor much sooner. But, after 48 minutes on the phone during which I was put on hold no less than six times so he could ask his supervisor a question, I finally threw in the towel.
When the supervisor (or someone posing as a supervisor) picked up I calmly explained my frustration with having to go through such an arduous process to try to do business with them. Instead of an apology I got an excuse, "It's not his fault. He's new."
The supervisor was right. The rep wasn't to blame. There is plenty of blame to go around.
10 Reasons Why
your new hires are ill prepared to do their job
and what you can do about it
1. Poor job fit.
Hire people who have similar traits to the high performers you have now. If roses thrive in your environment, don't hire petunias. Look for the very best roses you can find.
2. Poor planning.
Recruiting new hires (that are a good fit) takes a certain amount of time. Training takes a certain amount of time. Short cut either one and it will come back to bite you.
3. Misaligned training curriculum.
Too often curriculum suffers from "In a Perfect World" syndrome by teaching processes and procedures the "right way" when it's really the wrong way.
4. Releasing them before they are ready.
Just because your new hires went through training doesn't mean they are "trained." Test new hires at each stage and don't pass them on until they meet or exceed the standard.
5. Lack of accountability.
Trainers should regard the call center supervisors as their "internal customers." As with any service relationship trainers should be held accountable for delivering on their customers' expectations.
6. Settling for the status quo.
Just because new hire training has always been this way doesn't mean it has to be in the future. Say something. Do something. Don't settle.
7. Training stops short.
It isn't enough to send new hires through the initial round of new hire training. Include regular 90 minute sessions on soft skills for all new hires in the first 6 months.
8. Treating new hires as just another newbie who may or may not make it.
Remember that every new employee comes to the job excited about working for you. You have an obligation and a responsibility to do everything you can to help them be a success.
9. Excessive turnover.
High turnover doesn't have to be the "cost of doing business." Do an audit to determine root causes. It's well worth your time. Turnover is the hidden killer.
10. Supervisors don't speak up.
If you are a supervisor who is tired of "babysitting" new hires and training them on skills they should have learned in the classroom, stop complaining. Talk with your fellow supervisors and organize a campaign for change.
As much as I'd like to believe that CenturyLink will do a better job than Qwest, I have my doubts. That's the promise AT&T made to us when it morphed into Qwest.
Make it a great week!