call center employees training

Section 1.
The three objectives that will guide this customer service training for call center employees will be as follows;
1. Desired outcome- By the end of the training, each employee should be able to effectively and satisfactorily handle diverse calls from varying range of customers of different social and economic backgrounds, providing the desired service or scaling up the customer need as would be necessary to the highest expectations of the customers.
2. Conditions under which the individuals are to perform – the training expects to equip the cal center employees to develop skills to work under some of the most strenuous conditions yet still keeping their cool and impacting the positive energy to the callers, offering a range of solutions to the callers and making follow-ups even in the most difficult customer demands.
3. Standards that define acceptable performance – the training aims at training the employees on the standards of operations, the ethics and the guidelines that define the contemporary customer care and equip them hands on skills to implement these standards.
The training will predominantly be practical skills based where role play and previously recorded calls will be used to train the team, to have them find the gaps in the calls and roles played by colleagues in line with the training that shall have been done. There will also be inclusion of text-book theories on customer training and these will be implemented in practical practice.
Section 2
To maximize the transfer of training, the approach that I will use will put emphasis on the following;
1. Active attention of the trainees- this will be achieved through ensuring random selection of members to contribute to the discussion and to take part in role playing as we collectively simulate calls.
2. Emphasis on main points – this will be achieved through repetition of the points and the practical roles played by the trainees so that diverse challenges can come out as different trainees play out the roles. There will also be regular reference to the previously learned content that help emphasize the succeeding skills.
3. Sufficient time allocation to content – there will be significantly sufficient time allocated to each section of the training depending on the depth of content and relevance to the customer care field. The training will not rush the presentation as it is formatted to be mainly in the form of participation being that the desired en result is a hands on skills.
4. Apportioning sufficient training material per session – the training schedule that I will use will take a focused approach where a given level and quantity of material will be presented to the trainees so that the trainees will be able to focus on one thing at a time and get an in-depth understanding of the same.
5. Having guide of the objectives for relevance – in the process of training, the relevance will be guided by the objectives. The ultimate aim of the entire training will be to show the central role to be played by the customer care staff in any organization.

Section 3
The delivery method that can be used in this type of training will be;
1. Role play – this will help each trainee practice their skills, share their skills and learn from the skill of others. Its advantage is that it is a quick way of having employees transfers their skills to other employees. The challenge with this delivery method is that the real evaluation of the effectiveness can only be based on the actual customer experience and not between employees.
2. On-Job-Training (OJT) this will help the relatively new employees to acquire skills from the more experienced employees. The advantage of this method is that it is cost cutting for the organization since it will not have to organize other trainings for the new employee. The challenge is that it will not be possible know the willingness of the experienced employees to teach and train their new colleagues. It is also a method that needs a lot of time to imbibe some skills.
3. Team building – is yet another delivery method that carries with it role playing and interactive approach for the employee training. It has the advantage of creating and interactive system among the employees such that they can rely on each other for solutions when at work. The challenge is that it cannot be done frequently since it is expensive.
The method that would be most relevant for this training is the role play since the customer care in call centers predominantly involves playing roles of an intermediary between the caller and the organization. The better the employee is at handling different roles as would be required by the diverse callers the better for the organization.