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Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
Training need analysis (boot camp)
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Training need analysis (boot camp)

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This is a detailed process for training and evaluation process for the service delivery team within the following functions: …

This is a detailed process for training and evaluation process for the service delivery team within the following functions:

Demand Generation
Lead Generation
Pre Sales
Inside Sales
Outbound Telemarketing/Telesales

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  • 1. Training Need Analysis for Service Delivery Team
  • 2. Applicable for:Demand Generation ServicesLead Generation ServicesPre Sales ServicesInside SalesOutbound Telemarketing/Telesales
  • 3. People Performance Potential Model low Potential high high Superstars Backbone Stars • Strength : High Performance • Strength : High Performance, High Potential • Weakness : Low Potential • Weakness : Can be ignored • Opportunity : Give recognition for good work, use to • Opportunity : Agree projects & career development, coach others coach and mentor • Threat : Performance Saturation • Threat : AttritionPerformance Icebergs Problem Children • Strengths : High Potential • Strengths : Could contain backbones & potential stars • Weakness : Low Performance • Weakness : Low Performance, Low Potential • Opportunity : Inspire, motivate, encourage to improve • Opportunity : Counsel, Establish trust, take action to performance and reach potential help • Threat : Boredom, low challenge, might turn out to be a • Threat : Might turn out to be seat warmers wasted talent Exits low
  • 4. Post Recruitment Training Calendar for Fresher Day Plan Tools/Infra RequiredDay 1 Induction done by HR Company Website, Personal InsightsDay 2 Pre Training Evaluation Done (available on request) i.) Resource Scored and Training Plan finalizedDay 3 (available on request) ii.) Relevant Trackers updated i.) Recorded American Accent FilesDay 4 ii.) Ideas about American Culture and Voice and Accent Training is Conducted by a specialist Call Etiquettes V&A coach Good Call Recorded Files ofDay 5 current/previous campaigns i.) Mock Calls done and the resource is scored as per V&A delivery and basic call etiquettesDay 6 ii.) Resource is trained on Email Etiquettes and then (available on request) evaluated based on email writing skills on given situations i.) MS – Excel training conductedDay 7 ii.) MS – Outlook training conducted (available on request) iii.) Use of necessary tools are trained
  • 5. Post Recruitment Training Calendar for Fresher…contd. Day Plan Tools/Infra Required i.) MS – Excel training conductedDay 8 ii.) Evaluation done on trained topics and resource is (available on request) scoredDay 9 i.) Resource trained on Campaign Management ii.) Resource trained on Lead Generation ProcessDay 10 Workflow (available on request) iii.) Resource trained on the importance of LeadDay 11 Qualification Process i.) Evaluation on Campaign Management, Lead Generation Process Workflow & Lead Qualification i.) Post Training QuestionnairesDay 12 Process ii.) Personal Insights ii.) Resource trained on importance of Process Compliance and related risks i.) Resource trained on improving Time Management To be done by specialist coach,Day 13 ii.) Resource trained on improving Stress Management preferably a counselor Resource is provided ideas on common Campaign Case Studies, PersonalDay 14 product/service /solutions offered by various clients & insights relevant industry awareness related to lead generation
  • 6. Post Recruitment Training Calendar for Fresher…contd. Day Plan Tools/Infra Required Resource goes LIVE and is engaged in an ongoing campaign. An experienced dialer (or Mentor (Operations Team Leader), the Operations Team Leader) will further dedicated system with all necessaryDay 21 to Day 25 mentor him in improving call skills and will software installed, functional VOIP, provide him hands on experience in necessary etc. software, reports, etc. •Expected performance from the resource = at least 2 qualified appointments to be generated within the 5 working days. •In case the resource fails to achieve the expected performance, the resource is further trained on ‘Weaknesses” & “Pain Areas” over Day 26 & Day 27. Resource simultaneously is engaged in dialing out. • Resource should show performance improvement over Day 26 to day 30. The resource is expected to generate at least 2 qualified appointments over these 5 days. •If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is now ready to be engaged in any LIVE/ Upcoming campaign. •If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes through the entire training program over the next 10 working days. Again he/she is put into a LIVE campaign and 2 leads are expected over Day 41 to Day 45. In case the resource still fails to meet the expected performance, he might be declared “Non-Productive” and forwarded to HR for further action.
  • 7. Post Recruitment Training Calendar for Experienced Resource Day Plan Tools/Infra RequiredDay 1 Induction done by HR Company Website, Personal InsightsDay 2 Pre Training Evaluation Done (available on request) i.) Resource Scored and Training Plan finalizedDay 3 (available on request) ii.) Relevant Trackers updated •The resource will be then trained as per priority based on his/her score per topic. •The resource need to score minimum 40% to clear pre-training evaluation. In case the resource still fails to meet the required score, he might be declared “Non-Productive” and forwarded to HR for further action. •The entire training program for an experienced resource will not last more than 15 days including LIVE (On-Call) training by the mentor (Team Leader) over Day 11 to Day 15. •Expected performance from the resource = at least 3 qualified appointments to be generated within the 5 working days. •In case the resource fails to achieve the expected performance, the resource is further trained on ‘Weaknesses” & “Pain Areas” over Day 16 & Day 17. Resource simultaneously is engaged in dialing out. • Resource should show performance improvement over Day 16 to day 20. The resource is expected to generate at least 3 qualified appointments over these 5 days. •If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is now ready to be engaged in any LIVE/ Upcoming campaign. •If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes through the entire training program over the next 5 working days. Again he/she is put into a LIVE campaign and 3 leads are expected over Day 26 to Day 30. In case the resource still fails to meet the expected performance, he might be declared “Non-Productive” and forwarded to HR for further action.
  • 8. Basic Training Needs for the Service Delivery Team Training Topics Must Attend Priority Communicating outwardly: face-to-face, Dialers & Team Leaders High phone, email, etc. Listening and interpretation, establishing rapport with both target prospects and Dialers, TLs, AMs & Managers High clients, understanding and providing needs Financial understanding & commercial ability Dialers, TLs, AMs & Managers Medium – as per company’s business model Helping or mentoring or training peers Team Leaders High Technical appreciation and use of Entire SI Team High equipment/tools/machinery related areas Competitor/industry awareness and consideration of these factors in planning, Entire SI Team High decision making, etc Taking initiative and responsibility, e.g., decision-making, conducting meetings with TLs, AMs & Managers High clients Time Management including planning and delivering defined KRA effectively thus Entire SI Team Medium ensuring productivity and reliability Managing stress and conflict including Dialers, TLs, AMs & Managers Medium managing managerial superiors and peers Using MS – Excel & MS – Outlook effectively Dialers & Team Leaders High
  • 9. Critical Training Needs for the Service Delivery Team Training Topics Must Attend Priority Gaining clear visibility within standard Entire SI Team High process workflow for lead generation Setting Up a Campaign/Program in AMs and above High accordance to the defined process Executing a Campaign/Program flawless TLs, AMs & Managers High Saying “No/Can’t” to the prospect or client in a positive way and also providing them with Dialers, TLs, AMs & Managers Medium alternatives Ensuring Process Compliance Entire SI Team High Retaining a client for future AMs and above Medium Campaigns/Programs Understanding the scope of SI Team in Entire SI Team Low helping other Business LOBs People (Dialer) Management includes performance management and ensuring TLs, AMs & Managers High minimum rate of attrition Presentation Skills including using charts and AMs & Managers High created relevant analytics Problem Solving Tools (Brainstorming, Fish Bone, Pareto, Cause & Effect, Box Diagram, TLs, AMs & Managers Medium Control Charts, FMEA, etc.)
  • 10. Sample Training Needs Analysis Tracker
  • 11. Graphical Representation : Overall Status Distribution  This chart helps in planning the training (TNA to be Defined and Training Required) and also in understanding the training outcome (Improved, Not Improved or Detoriated)
  • 12. Graphical Representation : Score Comparison  This chart helps in comparing the score (post training versus pre training) of individual employees across the training topics
  • 13. Graphical Representation : Pre and Post Training Scores  Dynamic charts help in comparing the scores of the employees across each training topic  Pre Training  Post Training

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