Don't Know, Can't, or Won't Model: Diagnosing and Treating Performance Problems (e-Learning):

This self-paced, 3-module e-Learning program outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. Students will learn about the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.

An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved? Probably not! There are many different reasons employees don’t perform, and lack of training is a common (and expensive!) misdiagnosis. In this session, you’ll learn the six basic reasons call center employees don’t perform and symptoms of each one. You’ll be able to better diagnose performance problems and prescribe a more effective treatment for each problem situation. Anyone that supervises employees can benefit from this session!

Module 1: The DCW Model
Module 2: Diagnosing Don't Know and Can't
Module 3: Diagnosing Won't Problems
Students will learn to:

- Define performance gaps – what you have versus what you want.
- Identify the six reasons why call center employees don’t perform.
- Practice diagnosing performance problems and identifying proper courses of treatment.
- Describe why training isn’t necessarily the right solution.
- Identify the steps in setting up and conducting a performance review using the DCW model.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122