Chris Swires, Director of Broadband Training, SCTE says better training leads to improved customer service.
Eight years ago, the SCTE, the Society for Broadband Professionals, set up Broadband Training to write and present training for members of the society.
The sharing of knowledge has been an important part of the society’s mission since it was founded in 1945.
Over those eight years, SCTE Broadband Training has generated 12 training courses that have been universally praised as excellent. We have been very successful in selling these courses and have trained hundreds of students.
More courses are under development.
In the current very competitive business climate, the funding of training has become increasingly difficult.
I would urge the managers responsible for the engineers in the industry to look at the considerable value that good training adds to the performance of companies in the broadband industry.
Almost every broadband company that we contact acknowledges the urgent need for more training. Our courses have demonstrated real benefits. However, despite this, our contacts in the industry still must struggle to get funding for courses for the many staff that have not been fully trained.
The costs of good training programmes are very quickly recuperated by the improved company performance that comes from efficient and competent staff.
The fastest-growing part of most global economies is the services sector which includes telecoms, software and information technologies. All this growth cannot be successfully managed and sustained without trained staff to build and operate reliable broadband services.
In a cabled or broadband network, trained staff will benefit the company in many ways. Properly trained broadband engineers keep the network operator satisfied by generating more revenue and encouraging existing customers to purchase more services. If a customer is satisfied with the quality of an installation, they are more likely to recommend an operator’s service to others.
Proficient engineers will maintain networks better so that there is less need for expensive added truck rolls or customer visits. When a service visit is necessary, a competent response by a well-trained technician will give the customer confidence in the service provider.
The importance of real customer satisfaction, avoiding churn and complaints, cannot be overemphasised and this can only be achieved by a well-managed company with skilled staff.
A better quality of experience for the customer that results from reduced (near-zero) downtime on the network means fewer calls to the operator’s call center, due to network faults, and multiple home visits that can only cause frustration and dissatisfaction.
If a company continues to train and invest in its engineers, they are more likely to choose to stay and to grow their careers with that company. Giving good training to the engineering staff in a cable or broadband company encourages loyalty and pride in the engineering departments.
SCTE Broadband training has an ongoing commitment to keep all the training courses up to date and to produce new training programmes to meet the requirements of the broadband industry.
The latest addition to our services is a Learning Management System which allows the trainee to learn and take exams entirely online.
Choose from the training courses listed below, currently available from the SCTE, and realise the true potential of your employees.
- Installers Course
- Service Technicians Course
- Network Technicians Course
- Network Architecture and Design Course
- Fibre Optic Transmission Course
- Business Data Solutions Course
- Understanding Wi-fi and Wireless Technology Course
- Introduction to DOCSIS 3.1 Course
- Introduction to Broadband
- Co-Axial Network
- DOCSIS 3.1 Measurements
- IET Introduction to 5G
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