Monday, August 15, 2005

And so it begins.

Today was the first day with eight new analysts that I will have to train before another eight start next Monday. Dealing with that has very clearly shown how impossible that task will be.

There is in my normal training cycle, a time where the new analyst will sit in from of the computer, typing in information and adapting to the system while an established sits behind him actually managing the call. This goes on for the better part of a week before the new analyst starts taking calls. Typically, I will have their phone system set to take only the password issues so that the calls are relatively simple.

With eight ne analysts, there are just barely enough seats during the training hours for them to sit with established analysts and, if I were to set them to "password only" then they would receive very few calls with which to gain experience.

And then next week we will have another eight show up, which will completely overwhelm the system.

This is not going to work.

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