Do Tech Support Agents Get Enough Training?

The landscape of tech support training has dramatically changed over the past decade. Gone are the days when agents received consistent and formal training on a regular basis. This shift has significant implications for the quality of tech support services provided, leading to a range of concerns and complications.

Past Training Methods

In the past, tech support agents would undergo comprehensive training. For example, Microsoft training courses on the latest operating systems, or Cisco courses on configuring and managing switches. Such training was a staple, with at least one official course per year. For many agents, these courses were the primary source of learning about new technologies and enhancements. This type of training would often last for several days and cover all the necessary theoretical and practical aspects of the software or hardware.

Current Training Landscape

However, the current scenario is drastically different. Over the last decade, most of the learning has come from hands-on experience with coworkers and self-discovery. This new approach relies heavily on the experience and expertise of team members who can help fill in the gaps. For an agent specializing in Windows OS, upgrading to a new version doesn’t pose a significant challenge, as the knowledge of the previous version can be effectively applied. Similarly, networking and telephony skills can be picked up with the help of colleagues, as can less familiar technologies if the issue isn't too complex.

Nevertheless, there have been instances where formal training has been necessary. This typically happens during major projects or when there’s a need for specialized skills, such as technical system integrators or senior developers. However, for the majority of first, second, and even third-line support roles, the opportunity for formal training is minimal. The reasons for this are mainly cost-related and organizational. Training courses can be exorbitantly expensive, and with a larger workforce, the return on investment is often seen as too low to warrant such expense.

The Evolution of Tech Support Training

The reduced emphasis on formal training has led to a decline in the quality of tech support. In the past, one would require a degree in IT or an IT certificate from a reputable training course to be considered for a tech support role. However, with the growing demand for products and the resulting increase in tech support needs, companies have shifted their focus.

To address the shortage of skilled tech support personnel, many companies have turned to outsourcing. Third-party subcontractors, particularly in countries like India, are brought in to manage tech support for a variety of major brands. This practice allows companies to reduce costs and improve efficiency, but it also raises questions about the quality and consistency of support provided. While outsourcing might offer cost savings, it doesn’t necessarily translate to a better overall support experience for the customer.

Impact on Customer Service

The decline in formal training has several implications for customer service. Without consistent and structured training, agents may struggle to keep up with the rapid changes in technology. This can lead to frustration for both the agents and the customers. Furthermore, the reliance on informal learning may result in inconsistencies in service quality, as agents don’t have a standardized method for acquiring knowledge and skills.

There is a need for companies to re-evaluate their training strategies to ensure that tech support agents have the necessary skills to provide high-quality service. This may involve investing in more affordable and accessible training programs or exploring hybrid models that combine formal and informal learning.

Conclusion

In conclusion, the current state of tech support training is a cause for concern. While the industry has made strides in adapting to the needs of a growing customer base, the reliance on informal learning and outsourcing raises important questions about the quality of service provided. Companies must prioritize the training and development of their tech support teams to ensure that they have the skills and knowledge to meet the demands of modern tech support.