Customer service and our clients’ success are two of Back Office Betties’ biggest focuses as a business. We dedicate our time to bringing you valuable information on how to best manage your law firm, we created a company culture that attracts (and retains) only the most qualified receptionists, and we answer every one of your phone calls with a smile and expertise. In order to ensure that our employees stay happy, knowledgable, and ready to serve your firm, one of the big things that we implement is ongoing employee training.
Ongoing Employee Training Benefits
As time passes, it is likely that policies, trends, and preferences change too. By continuing training throughout your employees’ time with you, they are staying current on policy changes, procedures, and technology. In addition, ongoing training ensures that tenured employees have the same information as new hires. Investing in ongoing training for your employees boosts employee happiness, confidence, and proficiency in their position. In turn, your clients are happier because they are receiving high-quality service from a knowledgable professional.
Boosting Employee Happiness with Ongoing Training
How is it that employee happiness can be so linked with ongoing training? According to CNBC, professionals who were surveyed as “heavy learners” were more likely to be happier, less stressed, more confident, and productive at work. Light learners were 48% less likely to have found a purpose in their work. They were also 47% more likely to be stressed. Stress + lack of purpose = unhappiness.
In addition, 94% of employees say they would stay with a company longer if that company encouraged and allowed them to learn. The younger generations are driving this home with a fierce desire for continued learning. Specifically, 27% of Gen Z and Millenials would leave their job because they weren’t provided enough opportunity to enhance their knowledge and grow.
Are you giving your employees a reason to leave you by skipping over this vital responsibility as an employer?
Investing in Your Employees is Investing in Your Business
Investing in your business feels like a no-brainer. But how can empowering your employees to learn more be considered an investment? Easy! The American Society for Training and Development conducted a study that showed companies who offered comprehensive training profited greatly over other companies. Those companies benefited from 218% more income per employee and had a 24% higher profit margin than those who spend less on employee training.
According to New Horizons Learning Solutions, this is due to increased efficiency and confidence of employees who undergo continuous training. Clearly, they are doing something right!
Client Happiness Soars When Employees are Well-Trained
Reduce turnover, improve consistency, and offer high-level customer service – all are keys to retaining happy clients. Educated employees are more confident and able to help solve more problems than those who are iffy on their company’s policies and procedures. Employees who go through ongoing training are more consistent and follow through on the company’s policies because they remember what they are. In addition, clients like to have stability in who they communicate within your company. Turnover reduces their feelings of trust. Working with a familiar face enhances that trust. When you take all of this into account, it amounts to high-level service that keeps the client and keeps them happy.
Have you ever had an experience with an employee at a place of business who clearly had no idea what they were doing? How did it make you feel? Did you trust them? Did you enjoy doing business with that company? Probably not. You likely wrote them off as incompetent and moved on, right? Avoid that by continuing to train your employees, even after tenure.
Implementing a Training Program
Ready to create an ongoing training program? Start by documenting every step and process in a central place that employees have access to. We love to use Trainual for our initial employee training and refresher courses. It’s user-friendly and allows you to track employee progress, as well as quiz them on the materials they learned. Trainual also alerts employees when a training has been updated! This allows for seamless ongoing training and ensures your team is always up to date on the latest policies and procedures.
When implementing training that exceeds what your company teaches as far as policy and procedure, it’s important to source courses from reputable sources in your field. Take the course yourself before offering it to your team; you don’t want them to be wasting time on a course that turns out to be invaluable or has wrong information. This is also a great way to continue your own learning! Nobody benefits from not learning. Once you have reputable courses and learnings, be sure to offer ample work time for your employees to take them. Set an expectation of how many hours should be spent learning each week so that your team feels comfortable doing so. You don’t want them to feel pressured to learn off the clock! This could lead to resentment or even just blowing it off entirely.
Another great way to ensure learning within your company is to ask for volunteers to share tips and teachings regularly. As they learn, they can share their notes with the team through email, ensuring everyone is up to speed. At Betties, we do this within our team meetings. Everyone shares something they learned that week, as it pertains to their position in the company. This also allows other team members to understand parts of the company that they may not be directly involved in.
Back Office Betties Legal Academy
As you can tell, we love to train our team to ensure the best customer service. This all starts with Back Office Betties Legal Academy! Every new receptionist goes through a two-week program where they dive into legal terminology and process training. We cover the basics of each type of law that our clients practice, as well as the case types within those practice areas. Our receptionists are guided through the training (using Trainual) and are quizzed along the way. Everyone has to pass every part of the training before becoming a true Bettie and getting on the phones with callers, even if this takes a little bit longer than we hoped.
After onboarding training, our receptionists are updated daily on notes from our clients, updates to case types that a client may handle, and feedback on the way that they’ve handled past calls. This ensures that every single receptionist is constantly improving and striving to do their best. We always keep this fun and light with jokes and memes, as well as our favorite Gifs ;) Who doesn’t want to learn when it’s fun? Our culture stays positive because everyone is striving to improve together and we have fun doing it!
In addition to general process trainings, every receptionist goes through training on the call handling process of each individual client. After our clients determine their ideal call flow with our Client Concierge, a training course is sent out to every receptionist who may serve that firm. Getting these calls right is vital so training on them is very important!
Encourage Personal Development Outside of the Company
Of course, part of ongoing training goes outside of the lines of process training. To give our team real motivation to continue bettering themselves, we encourage one hour of paid personal development each week. This can be through taking a webinar, reading a book, or taking a course. We also offer an annual budget for each team member that goes towards any course or seminar they wish to take!
Your team is a family and it’s important for them to be their best selves. They’re not robots and should be allowed the time to develop in any area they feel necessary. As team members learn more, they share more, and the entire team becomes more knowledgable and proficient. Encourage your employees to learn outside of their direct role and they only become more valuable to the team as a whole.
What are your thoughts on ongoing training? Does your company practice this kind of development? Let us know in the comments or take the conversation over to Facebook.