Case Study: Training and Development Strategy for a Call Center Provider

Assessment Title
Case Study




































HA13 34
Continuous Workforce Development







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2nd Mar 2019


+ Learning Outcome     

Produce a training and development strategy for an organisation.
Learner Declaration
I certify that the work submitted for this Assessment is my own and research sources are fully
acknowledge.
Student Signature:....................................... Date:....................
White and Whistle Ltd
Training strategy for the year 2019 -2021This study source was downloaded by 100000867073170 from CourseHero.com on 05-14-2023 02:30:03 GMT -05:00
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White & Whistle visitor is a private sector call center which acts as an outsourced call center
provider which represents large companies that don’t want to provide that service. The main
objective and priority is to keep their client satisfied. They act with integrity and
professionalism towards their clients. They offer their customers a high-quality, price
competitive and consistent service. The companies proud of the exceptional service levels
and exploiting cutting edge technology.
They provide the staff with a modern, spacious and inspiring place to work. The company
encourages a team based approach to meet its demanding targets for response rates and for
problem-solving.
Benefits/Contribution of Training
In order to ensure that the employees are equipped with the right kind of skills, knowledge
and abilities to perform their assigned tasks, training and development plays its crucial role
towards the growth and success of our business. By choosing the right type of training, it is
ensured that the employees possess the right skills for business, and the same need to be
continuously updated in the follow up of the best and new HR practices.
Training and development directly improves the efficiency and productivity of employees.
Employees remain up to date with new technology and thus use existing ones in a better way.
Well trained employees show both quantity and quality performance. There is less wastage of
time, money and resources when employees are properly trained.
Most of the errors occur because of many employees lack the desired knowledge and precise
skills required for doing a particular job. Continuous Training and development ensures that
employees get the right skills at right time. The more trained an employee is, the less are the
chances of committing errors in job. At W&W since the majority is low skilled and
inexperienced, the training program will help them to minimize errors and mistakes which in
turn will provide a better service to its customers.
Most of the companies overlook the hidden talent of their employees, Training and
development provides a catalytic platform for employees to share their ideas with
management. It has been proved that some employees might be yearning for a leadership role
within the business, but because there is no leadership development program in place, these
individuals don’t get the chance to prove their ability or further develop these hidden skills.
Allowing employees to attend these programs helps to spot the leaders of tomorrow within
current work force.
Most of the employees have certain weaknesses in their workplace, which hinder them from
giving the best outputs. Training assists in eliminating these weaknesses, by strengthening
worker skills and dissolving inner barriers. A well-organized development program helps
employees gain analogous skills and knowledge, thus bringing them all to an advanced
uniform level. This simply means that the whole workforce is reliable, so the company or
organization doesn’t have to rely only on specific employees.
Training and Development helps in instilling the sense of team work, team spirit, and inter-
team collaborations. It helps in inculcating the zeal to learn within the employees.This study source was downloaded by 100000867073170 from CourseHero.com on 05-14-2023 02:30:03 GMT -05:00
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Reduced employee turnover which means that staff are more likely to feel valued if they are
invested in and therefore, less likely to change employers. Each employer who invests
seriously in the area of training and development will reap the benefits of an enriched
working environment with higher levels of staff retention as well as increased productivity
and performance. This will help W&W retain its employees which will reduce recruitment
costs and training costs.
The goal of this training strategy is to improve employee retention even more which in turn
reduces recruitment and training cost. The training strategy will help the workforce which
consists of low skilled workers, migrants, disabled people etc. Training and development
programs may be focused on individual performance or team performance. Since W&W
encourages a team based approach, this will be the main concept to build unity, cooperation
and teamwork skills.
 Key elements of the training strategy include:
 Alignment with organizational and call center objectives
 Senior management support
 Involvement of call center managers/line managers
 Quality in program design, development delivery and evaluation
 Motivation of participants
 Integration with human resource management policy
 Training is often identified as the solution to all call center gaps/weaknesses. Training
should be deemed necessary only when it has been determined that training is
required to ensure employees will meet performance expectations, when the benefits
of training are greater than the consequences of not training, and when training is the
most cost-effective solution to the problem or opportunity.
A call center training strategy determines intermediate to long-term training priorities,
objectives and direction. The training strategy should align with the call center’s
overall objectives and strategies.
Elements of a Training Strategy
The following are essential elements of an effective training strategy:This study source was downloaded by 100000867073170 from CourseHero.com on 05-14-2023 02:30:03 GMT -05:00
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