Improving Field Service Training With Knowledge Management

There’s no denying field service organizations pour a large amount of time and resources into training new talent. In fact, it’s estimated corporations spent around $19.7 million last year on training expenditures alone.

Effective training increases employee retention – this is a no-brainer! According to a survey by Society for Human Resource Management, one third of newly hired staff quit their jobs after the first six months, with the majority citing lack of skills one of the major reasons they leave. Considering the fact that the Millennial worker is twice as likely to leave a job after two years than their predecessors, it’s no wonder field service organizations are putting more emphasis on training than ever before.

What is Effective Training?

So now the question is, what does effective training look like? Companies have long known that the typical “one and done” onboarding process doesn’t work, and this is especially true for field service. Training needs to be an ongoing process and companies need to figure out how to provide new workers with continuous support in the field, in an effective and cost-efficient manner.

Some companies rely on new staff calling support centers for questions and guidance. But let’s be honest, call center staff are already busy, they don’t need the additional burden of providing support training as well!