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Designing A Training Program
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This two-day training program is designed for a group of twenty call center employees, and its purpose is to help them polish their communication skills. The training session will let the trainees learn new techniques of communicating with global customers. It should be noticed that some of the employees are international, meaning they need more, consistent help in how to speak English fluently. The current training program will help them gain sufficient communication skills. It will also enable them to serve the customers and cater their requirements in a better way (2006).
At the end of this two-day training program, the trainees will be able to:
* Help customers resolve their day-to-day issues
* Answer all the questions of the old and new clients and exceed their expectations
* Meeting targets on a daily basis
* Develop a more friendly and unique atmosphere for their companions and share tasks and thoughts with each other on a regular basis
* The international employees of the call center, who are not as fluent in English as the natives, will be able to speak English flawlessly. Furthermore, they will understand what the customers are actually talking about and serve them accordingly
Training requirements through a Training Needs Analysis (TNA)
TNA (Training Need Analysis) is all about filling the gap between the need of a training program and employees’ capabilities. Sometimes it becomes important to train the call center agents, especially when they are inexperienced and their English language skills are next to nothing. TNA is the first and most important stage of this training and will help determine whether the current training program has addressed the problems or not. The results will be based on the acquisition of concepts, attitudes and skills that eventually guarantee customer and employee satisfaction. Different methodologies and tools for a well-versed and integrated approach have already been proposed and implemented, and it is believed that these will help us achieve the desired results within two days (Stephenson & Swank, 2004).
It should be noticed that the Training Need Analysis has helped us design an efficient and workable training program. Because of the TNA, we’ll be able to strengthen the expectations of both employees and customers. Proactive TNA has been the focus of this training program and is used to guess what the future is going to bring. Reactive TNA is another way to address different employee-related problems. Both of these have been widely used in this training program to help the call center stand out of the competition in a better way. Training and development are always linked to one another, and we thought of initiating this training session because the employees with poor English speaking skills need utmost attention and proper training before getting started. Similarly, all of the call center agents, whether national or international, would have to be taught how to convince the customers to buy certain products and how to come up their expectations (Trudeau, 2010).
The Training Need Analysis (TNA) will help scan the current attitudes, skills, capabilities, knowledge, and proficiency of the employees, and compare it with their job requirements to measure their performance in a better way. Last but not the least, this training program will help employees learn how to work as a team and build confidence in each other. They would be taught how to develop a strong friendship with co-workers and the management and how to strengthen this friendship with time. The current training program will help pay utmost attention to short-term and long-term goals and develop better marketing strategies in a few weeks or months (Stephenson & Swank, 2004).
The training objectives for this program
These days, the competition among call centers is very high, and all of them try to provide customers with outstanding products at reasonable costs. Meanwhile, the employees with past experience and firm grip over the English language are given high preference. The main objective of this training program is to help international employees develop extraordinarily special communication skills. They will be enabled to speak, write and understand English because without this language, the success of this business seems to be impossible (2006).
* We’ll first discuss four main principles of communication (non-verbal, active, verbal and empathetic) to help the employees understand how to speak to customers with varying cultures and backgrounds efficiently.
* Assign them different duties and allow them to meet the day-to-day targets par their own mental capabilities.
* They will be enabled to develop their own monthly plan on the basis of which they will be provided with commission per sale, along with the decided salary package.
* The staff members showing least or no performance will be provided with plenty of chances to speak of their mind, share their problems, and get solutions and advice from the seniors.
* We’ll make different learning opportunities available for them, hel...