TV and Internet service providers are always looking for ways to help improve the customer experience of their broadband network, while keeping costs as low as possible.
Proper on-site training for technicians and maintenance teams is key to achieving both of these goals and correcting any bad habits before they turn into problems.
This is easy to say, but is it easy to do? Here are some practical thoughts on using training to your advantage.
Reduce costs with thorough network installation training
It might seem obvious that all new employees need some training, but it should go far beyond basic training and customer service tips. Technicians and maintenance teams need to learn how to properly install all products they are working with, and how to troubleshoot quickly and efficiently, reducing the amount of time and resources spent in the field.
Let’s say one new technician doesn’t properly learn how to install a coax connector the first few days on the job. This technician improperly installs 100 connectors in a week causing those customers’ pictures to pixelate and see static.
When those customers call to complain about their cable service, the provider will need to send new technicians out to troubleshoot the issue. That’s time and money lost – specifically an additional $7,500 for those 100 incorrect installs in a week, at the industry average of $75 per truck roll. Wouldn’t it be more efficient to teach that new technician properly from the start?
This is the same for maintenance teams who aren’t doing the initial install, but still need to replace old cables or connectors. It’s important for them to properly learn the ins and outs of the systems they maintain to avoid angry calls from their customers.
Not only should service providers require training for their field employees at their own facility, but schedule them for on-site training sessions related to the products they will be servicing. Proper technique requires training from experts in that area. Go to the source of the products, rather than to a second- or third-hand training source.
On-site vs. web-based training classes
With technology making it easier to be in two places at once, many companies are turning to webinar-based training sessions. This is a fine option for those who cannot travel to an in-person training session, but those participants are missing a main component to learning: interaction with the instructor.
Not only does the instructor demonstrate how to properly install a drop system, for example, they provide hands-on learning where a technician will do an install for themselves. The instructor can then inspect the install and show where a technician went wrong, and why it matters. This can save service providers from dealing with a situation like the one with the new technician mentioned previously.
This is also true for veteran technicians or maintenance teams. We’re all guilty of getting in a routine after doing a certain task consistently. The ability for a trainer to see and correct a bad habit in-person could save a company from unnecessary spend.
Making sure a technician is properly trained before going out into the field is vital to keeping the customer happy and reducing operational costs. Improvement shown by a technician after training could save the company thousands of dollars. If a technician reduces their number of errors by just one each week, it would save the company $3,600 per year (at $75 per truck roll for 48 weeks).