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  • 1. Overview This is an excerpt and overview of the Training Agents toolkit. Training roadmap overview This section will provide you with the “big picture” Overview roadmap for the training toolkit. The Call Center Training Development Roadmap consists of 15 individual processes (see Figure 1). These processes can be grouped into five categories based on your perspective or orientation: • strategic perspective • management perspective • training perspective • learners’ perspective • delivery and evaluation perspective Each of these perspectives will need to be considered to form a world-class training organization. For more on the Agent Training Toolkit visit: 1 http://www.call-center.net/training-and-development-main.htm
  • 2. Overview This is an excerpt and overview of the Training Agents toolkit. Review Business Strategies & Direction Conduct Needs Prepare Training Assessment Strategy Document Design Training Design Assess Individual Organization Curriculum Competencies Secure Develop Training Prepare Individual Resources Content Development Plan Prepare Select Delivery Schedule Operations Plan Methods Individual Training Develop Courseware Strategy Management Development Deliver Training Learner Delivery Evaluate Performance Figure 1 – Training Development Roadmap For more on the Agent Training Toolkit visit: 2 http://www.call-center.net/training-and-development-main.htm
  • 3. Overview This is an excerpt and overview of the Training Agents toolkit. The strategic perspective The Strategic Perspective covers the first three activities of the Call Center Training Development Roadmap. These activities provide the necessary foundation for creating an effective training program and organization. The final output will be a Needs Assessment and Training Strategy Document. Highlights of activities Review Business Strategies & Direction Conduct Needs Prepare Training Review business strategies and Assessment Strategy Document direction • Vision and mission of Design Training Design Assess Individual Organization Curriculum Competencies organization Secure Develop Training Prepare Individual • Integration plan Resources Content Development Plan • Commission of training group Prepare Select Delivery Schedule by management Operations Plan Methods Individual Training • Budget Develop Courseware Conduct needs assessment Deliver Training • Data gathering methodology • Summary of needs and Evaluate Performance requirements Develop training strategy document • Includes items listed above • Outsourcing Strategy • Training organization sizing For more on the Agent Training Toolkit visit: 3 http://www.call-center.net/training-and-development-main.htm
  • 4. Overview This is an excerpt and overview of the Training Agents toolkit. The management perspective The management perspective involves how the training organization will be structured and managed. It is the responsibility of the highest-ranking person in training (e.g. VP Training, Training Director, Training Manager) to create the organizational structure and manage the training operation. The activities in this phase of the project will require close coordination with other groups including Human Resources, Information Technology, and Financial/Accounting. Highlights of activities Review Business Strategies & Direction Conduct Needs Prepare Training Design training organization Assessment Strategy Document • Organization chart Design Training Organization Design Curriculum Assess Individual Competencies • Job descriptions • Budget Secure Develop Training Prepare Individual Resources Content Development Plan Secure resources Prepare Operations Plan Select Delivery Methods Schedule Individual Training • Request for personnel Develop • Outsourcing contracts Courseware • Space planning Deliver Training • Architectural rough draft Evaluate • Equipment list Performance Prepare operations plan • Project timeline • Roles and responsibilities • Budget For more on the Agent Training Toolkit visit: 4 http://www.call-center.net/training-and-development-main.htm
  • 5. Overview This is an excerpt and overview of the Training Agents toolkit. The training perspective The training perspective includes curriculum and course content development, as well as a determination of your delivery methods. In developing the training perspective, the expertise of training professionals is very important. If you do not have this expertise in-house, you may want to consider looking outside your organization for help with curriculum and course development. Highlights of activities Review Business Strategies & Direction Design curriculum Conduct Needs Prepare Training • Assessment Strategy Document Curriculum design document Design Training Design Assess Individual • Curriculum map Organization Curriculum Competencies Develop training content Secure Resources Develop Training Content Prepare Individual Development Plan • Course objectives Prepare Select Delivery Schedule • Course descriptions Operations Plan Methods Individual Training • Course development Develop Courseware Select delivery method • Research summary Deliver Training • Cost/benefit analysis • Evaluate Performance A/V equipment list Develop courseware • Training material • Instructor guides • Evaluation criteria For more on the Agent Training Toolkit visit: 5 http://www.call-center.net/training-and-development-main.htm
  • 6. Overview This is an excerpt and overview of the Training Agents toolkit. The learners’ perspective In this phase of the process, you will examine the individual competencies and learning requirements for your call center personnel. This process will give you the input necessary to guide your curriculum development and will provide managers the tools to develop professional development plans for employees in their group. Review Business Highlights of activities Strategies & Direction Conduct Needs Prepare Training Assessment Strategy Document Assess individual competencies • Competency assessments Design Training Design Assess Individual Organization Curriculum Competencies • Testing administration procedures Secure Develop Training Prepare Individual Resources Content Development Plan • Test records system Prepare Operations Plan Select Delivery Methods Schedule Individual Training Prepare development plans Develop • Training plan format Courseware • Counseling schedule Deliver Training • Record system Initiate record keeping Evaluate • Performance Records procedures • Resource request Schedule individual training • Training schedule • Coverage plan For more on the Agent Training Toolkit visit: 6 http://www.call-center.net/training-and-development-main.htm
  • 7. Overview This is an excerpt and overview of the Training Agents toolkit. The delivery and evaluation perspective The delivery and evaluation perspective is really the bottom line for any training organization — the ultimate report card. Many trainers compare this perspective to a Broadway show production as they wait for the critics’ reviews. The criteria are simple: • efficiency (how does actual time and cost performance compare to budget?) • effectiveness (can the learners perform?) Highlights of activities Review Business Strategies & Direction Pilot session Conduct Needs Prepare Training • Assessment Strategy Document Pilot feedback report Design Training Design Assess Individual Deliver training Organization Curriculum Competencies • Training offerings • Secure Develop Training Prepare Individual Resources Content Development Plan Participant evaluation summary Prepare Select Delivery Schedule Operations Plan Methods Individual Training • Follow-up evaluation Develop summary Courseware • On-the-job performance Deliver Training assessment • Course content revisions Evaluate Performance • Financial analysis For more on the Agent Training Toolkit visit: 7 http://www.call-center.net/training-and-development-main.htm