To address performance issues, ensure its agents received appropriate training, and to keep agents up-to-date with training in its California call centres, Kaiser Permamente, a US non-profit health care company:
1) Authored more than 70 15-20 minute courses using proprietary software;
2) Set up a seven-week training programme for new hires;
1) Appointed a full time coordinator to work with the quality assurance and training teams;
2) Scheduled two knowledge breaks per month for each agent;
BPIR Categories9.4.2 Develop education and training programs.
9.4.3 Deliver education and training