Call Center Learning Programme: Design, Development, Implementation and Evaluation

Call center Learning Programme

A new call center is opened for the employees of around 250. Learning programme for
the first month of employment. There are numerous methods for instruction design models
and the analysis will be done.
 Who are all the audience and what are the characteristics.
 What are the desired behavioural outcomes needed?
 What are the other different learning constraint that exist?
Design
Documentation of project instructional , technical design and the visuals.
Storyboard creation is for training.
Designing user experience in well mannered way (Associate call center representative, 2010).
Development
Creation and assembling the content thatw was actually created in the design process.
Then obtain the user experience, feedback from the stake holders for rebiew and then revise
the process of training (Bergevin, Simpson and Siegel, 2010).
Implementation
Preparing the learner the tools and the systems.
The facilitator helps in delivering the curriculum.
Evaluation
Then receive the feedback from all the learners on the curriculum.
Evaluate the knowledge of learning with the skills and the abilities (Menken, 2010).
The actual step of hierarchy is that, ADDIE has much become more interactive with less
grids. The phases mainly servers mainly as the milestone and rae much open to interpretation
and the improvement. Some organization says p-planning phase,M-maintenance phase.
Facilitors and the participant guides.
Providing the consistant experience with special trainers with delivering the content.
A facilitator guides strictly for the facilitator and then includes the aspects of training
program (Citehr.com, 2018).
Facilitator shows out the guides:
This mainly provide the instruction and the facilitators know how much the activity it should
be well trained.
This includes the amount of time, this module is being expected for taking to train the people
to attend the number of calls accordingly (The-resource-center.com, 2018).
The employee should be the perfect in his or her work by following the instructions. They are
They are explained with help of the modues. They are
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Module 1 : The professional call center and their mind set
 They should undergo a voice recording activity (Icmi.com, 2018)
 Few characters of performing the higher level of service products
 The logial and aateh emotional feel when it comes at the time of buying and while at
the time of using the product. The service has to be in such a way that they need to
help the service receiver.
Module 2: proessional call center skill
The professional call center agent skills are much more active, he or she must be an expert.
They use the power of questions (Customer Experience & Cloud Call Center | Aircall Blog,
2018).
Use the best practice in the telephone customer care texhniques.
Module 3: know the caller personality with style
 They will find the personality style
 The communication styles model and the dealing with many different caller with its
personalities.
 It mainly deals with different caller personalities.
 Fully customizable training package with training
 Pre-training assignment
 Best practise theory with exploration
 Facilitator with led group discussion(Talkdesk, 2018)
 Practise exercise
 Training best practise
Make sure that each and every learner signs an attendance in register
This provides a manual
This instructional liveliness, practices and is much more interactive
This includes videos , advertisements, the ice breakers, building team, stories and the
games.
Use the flash demos and the test platforms.
If there are training platform is much available
They have a place to park the issues that are much addressed later and the questions that are
much require answers .
 Ask the learners for completing the training evaluations
 Staff training topics
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