The purpose of a training needs assessment is to analyze and evaluate current operations against both “best of class” operations as well as enterprise performance goals to determine areas in which training and education may improve performance, increase efficiencies, and/or improve customer service and retention.

Discovery Phase

The client will be asked to provide information related to the business operations and goals, historical performance of the call center, customer satisfaction survey results, equipment configuration, and staffing prior to the site visit.  If available, a copy of the current training manual, job aids, resources, job descriptions, and other performance reports should also be provided at the same time.

Interviews with key personnel are an integral part of the discovery phase. The client will be asked to provide TCCS with the name of a contact person who will be available to provide assistance during the 1 or 2-day site visit. The contact person is responsible for scheduling the client’s staff, reserving meeting space, and for arranging access to all areas the consultant will be visiting.  Discovery interviews will be held with the following personnel: call center management team, trainers, quality specialists, sample of call center agents and supervisors, HR representative, and perhaps IT specialists that support learning technologies.

The interview schedule should minimize the impact on the call center operation, yet provide ample time to understand individual perspectives and to allow both the client’s staff members and the consultant time to discuss areas of concern.

A TCCS consultant will be on-site for 1 or 2 days, depending on the size and scope of the operation.  During this time, the consultant will conduct interviews, observe staff members, gather data, and review the call center operation.  The consultant will spend time with the agents and monitor live calls at their work area. This provides an opportunity for the consultant to ask questions about call-handling procedures, gain first-hand insight about the types of callers, and identify the tools used by the agents.

Needs Assessment Report

After the site visit has been completed, the consultant will analyze all available information related to the current operation compared to the operational and performance goals of the center.  Areas that are covered well by the current training process will be identified.  Likewise, gaps in performance will be noted and recommended solutions outlined, including where training is appropriate.

The final report follows a standardized outline of recommendations that facilitates a rapid turn-around time to maintain continuity  through the completion of the assessment. The final report contains an executive summary, description of the current environment, recommendations, and an appendix of related information.

This report will be provided within 10 days of the site visit.  A follow-up call will take place to ensure receipt of the report and to answer any client questions or concerns. Depending on the scope of recommendations, a portion of the assessment fee may be applied to future training programs from The Call Center School.

For more information or to schedule a site visit, please call our main number at 615-812-8400.