The training wasn’t working, but Crystal was looking in the wrong place.

The skill was simple. Enter the data into the computer during the phone call, not after the call. The software was in place, the training program was clear, with exercises and interaction.

The problem wasn’t the training, the problem was AFTER the training. Once training was complete, the operators were literally abandoned. They were introduced to the skill, performed the skill two or three times during the training, but afterwards, NOTHING. Only one day later, all the operators abandoned the new process and were back to taking notes on paper during the call.

“Crystal, I want you to develop some practice sessions following the training. Create some scripts based on the ones used in training. Then have the operators practice, practice, practice.

“And you are going to have to take off your training hat and put on your coaching hat. Your training is only intended to get this process started. Before you let them go, you have to bring them to a level of competence. Competence comes through practice and coaching. Training comes before the behavior. Coaching comes after the behavior.”