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Training Needs Assessment
Training Needs Assessment tools
On Job
visits
Managers
feedback
Quizzes KPIs
Mystery
visits
Customers
feedback
TNA Levels
Needs Analysis process
Understand
Short and
Long-Term
Business
Goals.
Identify the
Desired
Performance
Outcomes.
Examine the
Current
Performance
Outcomes
and Identify
Gaps.
Establish and
Prioritize a
Solution
Training Activities
• Call center
• Reception
• System training
Function
related
• Communication
• Time management
• Leadership
skills(managerial level
Interpersonal
skills
Training Methods
Classroom
On Job
E-learning
Simulations
Coaching/mentoring
After Training Evaluation
Quizzes Competitions
On Job
observations

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