Global Call Center/Help Desk Training Market Facts

In 2002, US Call Centers/Help Desks purchased 415 Million $ worth of Training from external vendors. This figure will rise to nearly 1 Billion $ by 2006 Globally- Source- International Data Corp.

Leading Call Centers spend twice as much on initial call rep training and one-third more on ongoing rep training than the average call center operation. Initial Training for call center reps on average takes 15 days. Source- Hackett Benchmarking & Research

Call Centers survey says that 84 % of call centers have instructor-led classroom training methodology, only 3 % use Computer based training delivery. Source- Deloitte & Touche`s study

On an average in US Call Center there is one trainer for every 121 employees.

48% of Call Center Training is evaluated for its impact on business goals

More than 55% claim to measure pre and post training competencies and slightly less than half (47 %) use on the job behavioral observations as a measure of training success.

About half of Call Center Trainers are SME`s rather than professional Trainers. The Bulk of their job time is divide between 3 activities: delivery(38%), design(19%) and administration( 15%).