Training and Development

Our text defines training as the process whereby people acquire capabilities to perform jobs. It goes on to state that training provides employees with specific identifiable knowledge and skills for use in their present jobs.

In this case we have a call center that has about 1200 employees and a turnover rate that is close to 20%, which is not unusual for call centers. In planning a training program for new employees in the customer care call center it is important to take into account the important skills that need to be covered. Often new employees need training on: product knowledge, telephone courtesy, helping customers feel “served”, and dealing with difficult customers.

The company has set dedicated a week for initial training which includes four hours of information on health insurance and other benefits. Thus, I think that conducting an internal training session would be beneficial in this case. It will be cost effective since employees don’t have to be sent outside of the company for training or paying for trainers to come in to train the employees.

The Benefits Department would be responsible for the session presenting information about health insurance and other benefits that are offered. During this time, employees will receive assistance completing forms and asking questions that they may have about their benefits.

After this session, orientation should begin. Orientation allows employees to be introduced to their job, co-workers, and the organization as a whole. Everyone in the company should be involved in this process. The goal is to make new employees feel welcome and help them to feel like they belong in this company.

The orientation should be blended; part of the information should be presented in person and using technology. With good planning orientation can be very effective; which will give new employees a favorable impression of the company. Employees are provided with information about the organization and the job. This...