What is it?
The TCCS Training Needs Assessment is a consulting project in which current training programs and call center operations are reviewed against industry benchmarks and organizational goals to determine opportunities for improvement.

How does it work?
The project involves front-end data collection and analysis, observation of customer interactions, and interviews with a wide range of personnel. The results of these activities are analyzed and evaluated 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 improve customer and employee satisfaction. TCCS will provide an initial report of findings while on-site and will follow up with a written report of training recommendations.

Who does the work?
All assessment projects are performed by the Senior Partners of The Call Center School. All have over 15 years experience in the call center industry and are recognized experts in the area of call center management and educational program design. In the last ten years, we have collectively consulted and trained at over 500 call centers.

What will you receive?
TCCS will provide a written report that outlines results of our analysis. This report will provide an overview of the current situation, areas that are being addressed well, and opportunities for improvement. The report will include recommendations on what types of training are recommended at the front-line agent, team lead/supervisor, manager, and technical specialist levels.

What does it cost?
The cost of a training needs assessment depends on the size of center as well as the number of call types being handled. We will provide you a fixed quote for the assessment upon confirming the size and complexity of your operation. Sample costs are listed below:

60 agents/3 call types	200 agents/5 call types	500 agents/10 call types
1 day on-site	2 days on-site	4-5 days on-site
$ 2,000	$ 4,000	$ 8,000

Up to one-half the cost of the assessment may be applied to public educational offerings from TCCS in the next 12-month period. (Some of the training programs we recommend will be from sources or vendors other than TCCS. Credits towards those programs will not necessarily be applicable.)

How can I learn more?
Give us a call at 615-812-8400 to learn more about the Training Needs Assessment and other consulting and training services from The Call Center School.