Training Agent Toolkit

Overview

This is an excerpt and overview of the Training Agents toolkit.

Training roadmap overview This section will provide you with the “big picture” roadmap for the training toolkit.

Overview

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.

http://www.call-center.net/training-and-development-main.htm

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1

Overview

This is an excerpt and overview of the Training Agents toolkit.

Review Business Strategies & Direction

Conduct Needs Assessment

Prepare Training Strategy Document

Design Training Organization

Design Curriculum

Assess Individual Competencies

Secure Resources

Develop Training Content

Prepare Individual Development Plan

Prepare Operations Plan

Select Delivery Methods

Schedule Individual Training

Develop Courseware

Strategy Management Development Learner Delivery

Deliver Training

Evaluate Performance

Figure 1 – Training Development Roadmap

http://www.call-center.net/training-and-development-main.htm

For more on the Agent Training Toolkit visit:

2

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 Assessment

Prepare...