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Competency Model
To begin the process, we must fully understand the roles in our call center at
AnswerPhone, which are sales, orders, and customer complaints. To gather the proper
understanding, we will take feedback from the agents taking calls, their management, and any
current process or training documents that are available at this time. The key values that we
Friendly Tone
Helpful Attitude
If the call center associates have a friendly tone, they are helpful, and they have access to the
information they need when the call comes in, they should be able to make an educated decision.
With these tools in place the ability to take action within guidelines set for the company are
expected to take place on the call to resolve customer issues, make sales, and complete orders.
Meaningful action must also take place based on the feedback that was given in the survey that
was sent out asking for the call center teams to be rated. The feedback from the external survey,
plus the feedback from SMEs and internal associates will provide the basis of creating a pre-
screening test that will allow us to determine what skills are missing from the associates in the
order’s and customer complaint’s division. Additional weighting will be added to the input
gathered for the sales department as they are performing above expectations and best practices
will likely be found in this area. The associate assessment will also include a LDNA
Jeremy Ogle
PS4993TC1 - Applied Training Project
Competence Grid that will be completed by the individual and at least four of their peers rating
their abilities in the key areas identified above. A model LDNA Competence Grid is included in
Needs Assessment
The needs assessment must be completed quickly and efficiently due to the time
constraints of having a training program developed and delivered within 6 months. With this in
mind, questionnaires and documentation will be used in completing the task as both require little
time, allow for broad reach across the large group of call center associates, and will give quick
wins that can be implemented in a short timeframe. Assuming that the questionnaire results
showed that associates in the sales department received three online training courses and one
will be making the case for the order department and the customer complaint teams to do the
same. The results might also have shown that associates in the sales department are happier
because of the encouragement they receive from their management team, but the orders and
customer complaints department say they receive little to no feedback from their management.
To address this issue an online training course for providing helpful feedback will be
implemented, and the management team in the sales area will be partnered with managers in the
Training Objectives
The training program must address the issue of customer service in the orders and
customer complaints departments, and as such, will be targeted to the performance of the
AnswerPhone call center associates. The training must address the associate’s ability to answer
the phone and conduct the call in a friendly tone, to understand how to utilize the knowledge
Jeremy Ogle
PS4993TC1 - Applied Training Project
management system to find a resolution to the customer’s issue, and how to take action when it
is allowed within the company guidelines. To allow for minimal disruption to the business,
three of the needed courses will be developed as online modules that can be taken at any time,
allowing the user to stop and start the module as needed. This will keep the call center
technicians working and provide a solution for the feedback that there is no time for training to
occur. Along with the three online modules, a classroom course will be conducted as well, but it
will only last for half a day and will build upon the three online training courses to speed up the
time in which the training is completed. Upon completing these modules, the call center
technician will be able to demonstrate polite phone etiquette in the classroom setting during
group sessions, they will be able to access and find answers within the knowledge management
system to resolve sample issues provided on a test, and they will answer sample questions given
by their online course and classroom instructor about resolving customer issues within their
scope.
Program Development
Based on the needs assessment, three of the training modules will be completed online
and one session will be completed in a classroom with a time limit of four hours. These training
sessions will be targeted to the call center associates in the customer service, orders and sales
department if they do not pass the pre-test assessment of skills needed for the role. Online
training will be developed by Fun Interactive Training (FIT) as the cost to develop the program
in-house was more than the quoted service from FIT. FIT has trained numerous customer
service desks and comes with a great reputation and references from other business partners.
The in class training session will be led by a management member of the sales department, Jane,
as her team ranked the highest in the satisfaction results. Jane will be given materials and
Jeremy Ogle
PS4993TC1 - Applied Training Project
training from FIT on conducting the course. To keep the demonstration in this presentation
short, only the classroom portion of the training is covered in the plan below to demonstrate the
overall knowledge and skills that will be obtained by those that complete the training.
service on every call, equip them with the needed tools to find answers, and provide them
with the knowledge to take action within the approved guidelines for the customer.
Audience: Call center agents from the sales, orders, and customer complaints
department.
Design Time and Checkpoints: FIT will require two and a half months to develop the
online and in classroom training based on our specific needs and information provided
Length of the Course/Training: 3 online training course, one 4 hours classroom session
Training Time: 3 online modules that require 1 hour to complete and one 4 hour
classroom session.
training to give them the skills needed to improve the factors identified as being
resolve the issue, and the ability to take action on the current call without a need
o Given a customer complaint, the call center agent will be able to find the answer
in the knowledge management system and provide the solution to the customer.
o Given an irate customer scenario, the call center agent will be able to role play the
customer’s demeanor.
o Given a specific scenario related to an order, the call center agent will be able to
determine a fix for the issue and take action to implement that fix if approved
o Given a specific scenario related to a customer complaint, the call center agent
will be able to provide a solution, which may include a partial refund or credit on
Goals:
Training content will include the following topics for call center agents:
o Friendly tone
o Conflict resolution
o Critical thinking
Training will start at the basic level of Bloom’s taxonomy by remembering the
company’s overall initiative, company strategy and why it is important. Training will
progress through the levels by viewing and talking about example calls, orders, and
customer complaint scenarios. After visualization of those scenarios the agent will then
be challenged to use those skills during a real world scenario with an instructor to show
After completing the training, transfer of the knowledge will be demonstrated as the
agent provides a pleasant call experience, are able to find answers to the call in the
Jeremy Ogle
PS4993TC1 - Applied Training Project
knowledge management system, and they resolve the issue using critical thinking to
Modifying behavior: Call center associates will start by setting SMART goals for the
training that is presented. They must complete the pre-training online modules before
attending the classroom session, and the must come prepared to learn in class.
Resources needed (equipment, financial): Time is a factor that will be needed, but this
has been given increased flexibility with the online modules before the four hour
classroom session is attended. All call center associates already have a computer and
access to the Internet at their desk, so no additional cost is associated with completing the
online portion of the training. AnswerPhone offices are already equipped with two
classroom style conference rooms that will be utilized for the four hour sessions, and
these both have the needed projection software and hardware to conduct the training.
The final financial need will be the cost of FIT to develop the program, train the trainer
for the classroom course, and provide pre and post-analysis testing. FIT will require
Support from peers and manager: Managers in the orders and customer complaints
departments must be supportive of their agents going through this training, and to help
with the process the managers from the sales department will be working with the
managers in those problem areas to provide peer accountability and resources. Agents
will need to coordinate with each other and provide support as they complete the online
modules at their desk and might need a short break from the phones to complete the
training.
Jeremy Ogle
PS4993TC1 - Applied Training Project
Strategies for receiving feedback about progress:
Agents will be encouraged to discuss the training with their managers and the goals they have for
the process. Managers will then be able to provide feedback as the agents reach their specific
goals in the program. The agent can also ask how their service was on the call today after
implementing a new tactic provided by the training. This will allow them to assess how they are
doing in the customer’s eyes. Progress through completion of the online modules and classroom
training will allow the agent to track their SMART goals progress. They may also reach out to
peers to see if they can hear a difference in their tone and approach to resolving customer calls.
Expected results:
What will be different? Agents will provide a first class customer service experience
while providing an appropriate solution to the needs of the customer on the line by
utilizing the company’s knowledge management system and their decision making skills.
What will they notice? The customers will see that their issues are being resolved on the
first call in to the appropriate help line, and that the agents are able to provide them with
a quick and easy solution to the issue being presented. The managers will see that
customer service rating scores are up as a result of the pleasant tone and decision making
A learning activity example for this program will be for the agent to be given a
sample scenario in the physical class, and they must address that issue using the
the class with the professor. The situation will be taken from an example bank of
The class will then discuss the answer as a group and share their input on the response
given. Completing the discussion practice will help to solidify the concepts for the
attendees, taking the knowledge they have committed to memory and allowing them
The class will discuss the responses of each scenario to develop their critical thinking skills.
By using the knowledge they gained during the online modules, students will be able to
successfully show that they can apply the skills learned to a scenario and help to train peers
At the end of the course, the class is asked to provide any further questions they
might have, but they are also asked to talk about real world scenarios where the tools
they have learned will apply to the calls they take. This allows the instructor to see
that the students not only understand and can use the material in samples, but that
they also have identified a situation where they can now provide a better solution in
• Use DIF analysis to identify how much practice is required to learn this material.
Jeremy Ogle
PS4993TC1 - Applied Training Project
In applying the DIF analysis, this is a moderate level task that is very important and
repeated frequently. This DIF analysis rating tells us that the we should apply basic
training to the scenario for the best results, meaning that the learner must be able to
show that they can perform the actions needed while on the job in a repetitive manner.
• Use the Methods Variety Scale to pace the learner’s activity level to avoid boredom.
Keeping the level of attention high during the classroom sessions is very important.
To support this practice, a break has been scheduled, and change between activities
happens every 30 minutes. By changing the activities frequently, students can remain
engaged in the content and focused on the new task. The online training modules will
allow for the student to stop and start at any time, allowing them to break as needed
• Write a knowledge or skill test (activity) to identify to what extent the learning objective
During class, the agents will be given a scenario to role play that is like the following.
“A customer has just called in to the customer complaints line and they are furious
about a recent purchase. The product is not performing as expected and they want
The agent must use their learned skills to soothe the customer on the line, get to the
root of what is wrong with the purchase, and offer a solution to that problem. If the
customer is still unsatisfied with the fix noted in the knowledge management system,
they can provide a small discount or coupon for a different purchase. If all these
methods fail, they can allow the customer to speak with a supervisor or allow for a call
For this activity the learning guide would look like the following:
materials previously
instructor.
Training Evaluation
Jeremy Ogle
PS4993TC1 - Applied Training Project
During the training process, and once the process is complete, we will need to evaluate
our training methods with reaction, learning, skill, results and return on investment techniques.
Testing the reaction will involve gathering feedback from the call center agents regarding the
training they are being provided. Questions about how convenient the online training is to
complete, and how comfortable the classroom setting is should be taken into account to
For learning, we must determine the baseline of knowledge with a pre-test prior to online
modules and in-class sessions, after which agents must complete a post-test to assess the
knowledge that has been gained. Follow-ups with the manager of the agents to gather their
feedback on the difference of performance should also be gathered and taken into consideration.
We will also ask the agents to personally assess their performance with the new skills by rating
The results will be determined by looking at customer feedback surveys that have been
submitted by customers talking with an agent who has not received the training versus an agent
that has. The group of agents that have taken the training should show significantly higher
satisfaction ratings if the training is effective. Since time is of the essence, we do not have the
ability to allow for a blind control group that is not exposed to the training or initiatives of this
project.
In light of the objectives above, it is recommended that we pursue a training path that
allows for a pre and post-test with a comparison group. The comparison group will be the agents
that have not completed the training yet as the program will take 3 months to completely train all
the agents in our business. During the training cycle, agents that have completed the different
levels of training, such as just one online module, or two online modules, etc. will be
Jeremy Ogle
PS4993TC1 - Applied Training Project
documented on the stage they have completed. The level of completion will place them in a
bucket allowing for the customer survey results to be collected and applied to the proper
Costing Learning
Facilities:
Premises/Accommodations None (classrooms are part of $250 / class (this is fed into
our corporate facility) the budget and pays for
utilities, furnishings,
equipment etc.)
Any alterations/adaptations None (internal space) None
Utilities None (internal space) None (internal space)
Furnishings None (internal space) None (internal space)
Running Costs:
Equipment None (internal classroom is None
equipped and fees with
upkeep are part of the per
class expense)
Telecommunications None (WiFi installed $25 / class (goes separately
throughout corporate campus) into the budget for network
maintenance when a class is
scheduled in the room)
Learning Resources $60,000 $3,000 / yr to continue using
the licensed training materials
from FIT.
Consumables None $50 / student to print manual
from FIT. 10 students per
class, for a total of $500 /
class.
Jeremy Ogle
PS4993TC1 - Applied Training Project
Marketing:
Publicity None (internal training None
offering)
Advertising None (internal training None
offering)
Promotional Events None (internal training None
offering)
Staff Briefings $500 – Consultant to brief None
management staff on benefits
of the training session.
Other Costs: $0 $0
Total Cost Per Learner (total Total of 38 classes per year, $7.03 per student that attends
costs divided by number of with 10 students per class the training class if 750
learners) gives a total of $190.79 per students attend in a year.
student for the year.
Timeline
To account for our business needs and implement this solution within 6 months, we will
complete the following. Needs assessment will be conducted over a two month timeframe
allowing for feedback to be gathered from managers and call center agents. Questionnaires and
online surveys will be used to gather the feedback, which should take approximately one month
to complete. After the feedback is gathered the information will be used to work with FIT in
designing a program tailored to the needs of AnswerPhone using these inputs and the
documentation that we already have available in our knowledge management system. FIT has
their convenience. While agents are taking the online training, FIT will be training Jane to
complete the in class sessions that follow. During a three month window, 24 classes per month
will be held allowing all 750 associates from the orders and customer complaints department to
attend the training. Customer satisfaction surveys will be gathered throughout the process
allowing us to determine how effective the training is based on the level of completion by the
agent. The entire process will take 6 months to assess and implement.
Jeremy Ogle
PS4993TC1 - Applied Training Project
Appendix A - LDNA Competence Grid
The purpose of the competence grid is to assess your level of skill in various competencies required to effectively address the responsibilities and
roles associated with your identified profession. For example, if you identified a line manager as your current or future professional role, the
competencies you include in the grid below should be relevant to that role.
Use the following grid to rate level of competence on the following 1 – 5 scale:
1. No skill
2. Needs significant skill development
3. Needs some skill development
4. Needs minimal skill development
5. Expert
Identify a minimum of five competencies to be rated. The “Reviewer 1” column should be a self-assessment. Other individuals in your organization,
including peers and supervisors, can complete the remaining reviewer lines. If you do not feel comfortable asking people at work to rate your level of
competency, please complete the other review columns based on your perception of how you would be rated by these individuals. You should
include a self-assessment and at least three additional reviewer columns.
Total
Average