49 percent of the MSPs that IT Glue surveyed get newly hired technicians 80 percent trained to do their job in less than three months. According to Day, that’s way too long.
“This should be one month,” he says, noting that a process that takes one employee three months to learn takes other employees three months to teach. “The compounding of this cost is astronomical,” Day observes.
Best-in-class MSPs avoid those costs by turning one big, broad technician function into a series of smaller, more specialized duties that are easier to master, according to Gary Pica, CEO of managed services consultancy TruMethods LLC.
“If you can divide your company up into defined roles and you have a process for each role, you should be able to get people up to speed in under 30 days,” he says. If you can’t, Pica continues, you either haven’t defined roles narrowly enough or are hiring the wrong people.
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