1. Ascent Group, Inc. Training & Development Benchmarking Survey

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The Ascent Group is conducting benchmarking research to better understand training and development practices for front-line customer service employees. The main objectives of the study are to identify “best practices” and to understand how best-in-class customer service organizations prepare front-line employees to deliver excellent service to customers. Secondary objectives include understanding:

• What initial training programs are used? Duration?
• What on-going training programs are used? Duration? Frequency? Pass/Fail?
• What job rotation processes are in place?
• What training techniques are effective in increasing customer satisfaction?
• What technologies are improving the training process?

Share your experiences by participating in our benchmarking research. See how your frontline training and development practices compare to our database of best practices and best performers. We are especially interested in companies that are innovative and successful in the training and development of customer-oriented front-line employees.

There is no cost to participate. The results of this effort are captured in our report, Improving Front-line Training & Development.

If you have any questions, please contact Christine Kozlosky at ckk@ascentgroup.com

For more information about our company, please visit www.ascentgroup.com.

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* 1. Please provide your contact information.

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* 2. Please describe your front-line organization -- how employees interact with customers, consumers, businesses, typical tasks or services performed or transactions handled, average number of employees per team or supervisor...

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* 3. Please describe your training organization -- is it located within your front-line organization? Who is responsible for curiculum development? Who provides technical training versus "soft skill" training?...