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The two most common metrics for analyst training are new analyst training hours and annual analyst training hours.  

New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching, and on-the-job training, that a new analyst receives before they are allowed to handle customer contacts independently.  

Annual analyst training, by contrast, includes any ongoing training that an agent receives after their new agent training has been completed.  

Annual analyst training does not include routine team huddles, shift handoffs, or other activities that do not involve formal training. 

Most support organizations don’t do as much training as they would like to. The most common reasons cited are budget and time constraints.  

However, benchmarking data shows that training hours are one of the most effective investments a support organization can make.  The best performers in the industry almost always invest more in training than their industry counterparts. 

Why is this important? 

Analyst training is one of the key drivers of first contact resolution rate and customer satisfaction. And it’s one of the few metrics that a support organization has complete control over! 

Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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