When a new system is installed the customer and staff will
require training to introduce them to it and use it effectively.
Training is an integral part of the sales process and cannot
be omitted. If there is no training the staff will unable,
and later not want, to use the system, giving rise to complaints
and non-acceptance by the staff, who are the most important
Training, like installation, is a skilled job and must be
conducted by suitably qualified persons. These may be vendors
staff or specialist training house with the cost included
in the system price.
Whoever trains, should appreciate the requirements of the
trainees. This may require holding several sessions covering
the system functions in increasing complexity, attended by
the staff who are required to use the features being explained.
Therefore the staff will only be introduced to the facilities
they require for their jobs and in groups manageable by the
When training on this type of equipment the best method is
to keep each session to approximately 1 hour in length. When
sessions run consecutively they should be separated with a
10 - 15 minute break. This will allow interest and concentration
to be maintained.
All staff who will be using the system will require some form
of training. This will vary from basic functions such as,
making and receiving calls, transferring calls and dialling
from central memories to the advanced features. As mentioned
above the best way is to hold a series of short sessions beginning
with the basic features and moving onto the advanced ones,
with the staff selectively invited to the ones relevant to
In some cases training is more effective if it is split. Very
basic training given at install and more detailed and targeted
training a few weeks later when the users have mastered the