Gedanken zur Ausbildung von Callcenter-Agents
Heute morgen habe ich beim Schmökern im Internet einen zwar schon älteren, trotzdem aber sehr interessanten Artikel mit dem Titel “Aus- und Weiterbildung im Callcenter” gefunden. Hierin beschäftigt sich der Autor konkret mit dem Thema Weiterbildung von Callcenter-Agents. Und zwar mit Blick auf die Auswirkungen für die Unternehmen. Und ich muss sagen, der Artikel spricht mir aus der Seele.
Allein fehlt mir der Glaube, dass sich in der Branche die Haltung zur Weiterbildung in absehbarer Zeit nachhaltig ändern wird. Auch wenn die in dem Artikel genannten unternehmensbezogenen Lösungsansätze zur kontinuierlichen Mitarbeiter-Entwicklung aus meiner Sicht absolut richtig sind. Und einen nachhaltigen Beitrag zur Mitarbeiter-Identifikation, Mitarbeiter-Bindung und in der Folge geringerer Fluktuation leisten würden. Denn was man neudeutsch mit “Employer-Branding” bezeichnet ist schließlich etwas, das beim Umgang mit den Mitarbeitern beginnt. Mitarbeiter wollen sich entwickeln. Und Mitarbeiter wollen Anerkennung für Ihre Bemühungen. Weiterbildung bietet Entwicklung. Ein Zertifikat zeigt die Anerkennung.
Als Inhaber eines Weiterbildungsanbieters, der seit Jahren eng mit dem Deutschen Callcenter Verband kooperiert und regelmäßig Kontakt in die Branche hinein hat, stelle ich immer wieder fest, dass praktisch nur interne Maßnahmen – hier vor allem positionsbezogenen Anpassungsqualifizierungen und natürlich Produktschulungen – regelmäßig stattfinden. Eine kontinuierliche, nachhaltige MA-Entwicklung findet im Agent-Bereich mit einigen wenigen löblichen Ausnahmen praktisch nicht statt. Sicher ist die unbestitten hohe Fluktuationsrate und ein hieraus resultierendes Motivationsdefizit in Bezug auf Investitionen in die Mitarbeiter hierfür mitverantwortlich. Aber aus meiner Sicht ist das häufig nur vorgeschoben,. Denn nicht nur Fördermittel und Unterstützung durch die Agentur für Arbeit würden diesen Aspekt zumindest deutlich abschwächen.
Als weiterer wichtiger Aspekt neben den Investitionen wird immer wieder der Faktor “Zeit” als Weiterbildungshemmnis genannt. Also die fehlende Möglichkeit, Mitarbeiter über einen längeren Zeitraum aus der Arbeitsroutine herauszunehmen. Diesem sicherlich nachvollziehbaren Argument kann man leicht mit Angeboten wie Intervalltrainings und online-gestütztem, flexiblen Lernangeboten begegnen. Aber auch hier ist die Resonanz sehr verhalten. Obwohl sogar wertvolle Abschlüsse (Train the Trainer) online möglich sind.
Woran liegt es nun? Ist es die von Herrn Stockmann (dem früheren Präsidenten des Deutschen Callcenter Verband) in seinem Artikel zur Personalgewinnung genannte „Bastion der Ultra-Traditionalisten“? Wird der Aspekt der Weiterbildung von Callcenter-Agents über all der Fluktuation aus den Augen verloren? Spart man an den falschen Stellen? Oder wird den Mitarbeitern schlichtweg nicht die Wertschätzung entgegengebracht, die Sie verdienen?
Leider fehlen mir auf diese Fragen die Antworten. Aber vielleicht liest hier der eine oder andere mit, der einen Gedanken hierzu beitragen kann und will. Und es verbessert sich etwas – zum Wohle der Mitarbeiter, aber auch zum Wohl der Unternehmen und dem Ansehen einer ganzen Branche.
In diesem Sinne wünsche ich Ihnen einen schönen Tag!
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