I would use existing staff to see how long it takes for new starters to get up to speed. We used to track AHT weekly for our new starters so that we could use the data in our forward planning. It usually ended up that they took around double the normal time to handle a call to start with, which then dropped off to "normal" AHT by the end of week 7 or 8.
15 Oct 2018 09:43:19
I think there could be 2 approaches here.
One - you track the average AHT for the whole new hire (NH) group and you measure how fast that average gets to the target/level of tenured advisors.
Second - each week you can track the % of NHs that started achieving the target. The lengths of the learning curve in this case will be untill the moment everyone is this group archieve the goal and you'll get a 100%. That will be longer than if you calcuate the average of the group.
For planning purposes I'd use the first one because you need the average anywhere.
For actually understanding how the group progresses the second.