New Hire Dashboard
Our graduation rate and 90 day success rate for New Hire Training in 2024?
What is 89.6% Graduation & 81.2% 90 Day Success Rate.
What are the key principles in the SAM workshop?
SAM Metric Calculation
Three Types of Scores
Four Quadrants Grading
Effective Listening
Truths & Myths
What is Mike's favorite quote?
Wayne Gretzy's father
"You miss 100% of the shots you don't take”.
How many tickets are required to start a New Hire Class?
7
How many hours did the Training Team spend in partnership with our L & D Team updating the Level Up assessments? For Mobile & Core, Rep 1 to 2 and 2 to 3.
20 Hours
Our average New Hire Survey completion percentage & average score for New Hire 2024?
What is
87.9% Completion
4.3 Favorability Survey 1 ( week 3)
Survey 2 ( Week 5)
How many hours total did we have for recursive training?
98 Hours
Does not include Core Upskill Training
Lindee's dream job?
Stay at home dog mom.
How many other departments do we collaborate with for a successful start of a NH class?
4
Facilities
HR
WF ( Local & National)
IT
How many Digital Workbooks had to be updated to revamp our Core Up Skill Training?
25
Our average score for all New Hire Assessments completed in 2024?
What is
88.3%
How many waves of Core Upskill training did we have for 2024?
6 Agent Level
2 Lead Level
Which one of Sean's retirement plans will pan out first? Crypto, Son's Sports Career or Sports Memorabilia Collection
Son's Sport Career.
How many Progress Partners were promoted to Lead in 2024?
What is 4.
How many assessments does a New Hire have to pass and what grade? To graduate and advance to Nesting / Bridge?
4 Assessments and 40 Questions. 80% or higher to pass.
How many total New Hires started training in 2024
What is 182.
How many different types of "Recursive Training", did we complete in 2024?
8
Pitch & Transfer
SAM / Splash Workshop
UCM Refresher
De-escalation Refresher
CSG Refresher
Leading Team Topics
Leadership Presentation Skills
SPP 4.0
What is Tom's favorite British Sitcom?
What is Father Ted.
How many special projects did the training team assist the site with, outside of training scope.
7
UCM'sAAL Research
ECAF Research
COMPASS
Level Up
Repeat Caller Review
Supervisor Observations
What are the most recent updates to New Employee Orientation, that allow us to set expectations earlier on attendance & behavior.
Day 1
New Hires log in to their computers
Review attendance & behavior policies
(Which were formerly done on day 2)
The average for each of the Primary Metrics measured by the call center for New Hires in 2024?
NH AHT: 503.3
NH FCR: 74.5%
NH SAM: 65.0%
NH XFR: 70.7%
What other sites did we facilitate Leadership Core Upskill classes for?
Portland, ME
Rochester, NY
The combined total of years of training experience on the A Team?
37 years and 26 days
How many calls did we have to listen to / submit before our site won the Call of Week?
32
How many local topics were added to Team Meetings in 2024?
62