Learning Programme Report for Call Center Supervisors

This report outlines a learning program designed for 36 newly recruited supervisors in a 24/7 call center with 250 staff members. The report begins by identifying the ideal location for the call center as Independence Square in Port of Spain, Trinidad and Tobago, justifying this choice based on transportation, safety, and accessibility considerations. The learning objectives are then defined, encompassing primary goals such as understanding products and services and secondary goals like improving confidence and problem-solving abilities. The justification section explains the interconnectedness of these objectives, emphasizing the importance of both theoretical knowledge and practical skills. The report concludes by summarizing the key findings and emphasizing the program's relevance to the supervisors' roles and responsibilities.

Running head: LEARNING PROGRAMME
LEARNING PROGRAMME
Name of the Student:
Name of the University:
Author Note:

1LEARNING PROGRAMME
Introduction
Educating a workforce regarding the ideal work processes of an organization is the
primary necessity for a company. This is because it is essential that the employees get to
know about the ideal work processes to ensure that the work that they do is done in an
efficient manner, while also complying with the company’s interests. The purpose of this
essay is to construct a learning programme for a group of 36 newly recruited supervisors,
which employs a total of 250 staffs, and operates 24*7. The discussion, which is to follow in
this essay, will firstly include the ideal location of the call center, followed by the learning
objectives chosen and the justification for the same.
Location
It has to be noted that the call center operates 24*7, which means that there will be a
lot of workers in the call center, who will be having to work night shifts. Here, it is important
to note that the main concern in this regard, is commutation and transportation (Lunn et al.
2017). As a human resource manager, it must be ensured that the company is not located in
an area which has high transportation problems at odd times of the day, since this would
mean that the workforce would not be able to commute to the office in that situation, or even
be able to reach home properly, thereby posing threats of high turnover rates (Dhanpat et al.
2018). For this purpose, what should be done is to ensure that the company is located in an
area, the roads of which virtually never sleeps. For the concern of night shifts, it is also
important for the HR manager to ensure the safety of the workers at night, and choose a place
which does is known to be safe to the public. Keeping the two criteria in mind, Port of Spain
is the city in Trinidad and Tobago, which is the best suited for this type of a company.
The city is always busy, even at nights, and has a high population compared to the
other cities in the geographical region. It is also well developed compared to the same, and

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pertaining to the business of the streets and the development in the region, the city is mostly
considered safe at nights (Lieber 1976). It also has to be noted that the company should be
located in the main hotspots of the city, like Independence Square, to ensure it is not located
in an area which is remote from the main city, and is also supported by proper transportation
(National Trust of Trinidad and Tobago 2019).
Learning objectives of the learning programme
As a supervisor of a call center, one of the most important jobs is to make sure that
upon receiving information from the client, the supervisor is able to provide information on
the product or service pertaining to the same, and instruct his subordinates to interact with the
client accordingly (Ripa and Cheaib 2016). Therefore, the learning objectives for the
programme are as follows:
Primary objectives
 Be able to understand the various products the company deals with.
 Be able to distinguish between the characteristics of each of each of the products and
services.
 Be able to identify the deliverables, based solely on the knowledge of characteristics.
Secondary Objectives
 Be able to consume pressure and not succumb to it.
 Improve retention of information and memorability.
 Gain confidence in the job as a result of the acquired knowledge.
 Be able to perfectly demonstrate the work processes that goes inside the department.
 Be able to identify discrepancies and problems in work, and also be able to come up
with solutions to complex problems at work.

3LEARNING PROGRAMME
Justification and explanation
The primary objectives are directly related to the main purpose and job role of a
supervisor of a call center, which is to be knowledgeable in the businesses that the company
deals with, so that he or she can cater to the client’s queries with perfection. The secondary
objectives have been designed, keeping in mind that confidence and practical knowledge is
also important in retaining theoretical information.
The three objectives outlined in the primary objectives, relate to each other. The first
objectives is to make the supervisor understand the various deliverables which he would be
having to deal with, during his tenure in the call center. This would be the foundation for him
or her to develop the expertise in the same. The next step is to make sure that the supervise
has understood the deliverables distinctly, and is able to distinguish between the
characteristics of each of the deliverables. This is because a client might want to know about
the information pertaining to each of the deliverables, and the supervisor must be able to
answer to that like an expert in the field. Having considered that, it is also viable that a client
would simply inform about the characteristics about the deliverables which he would require,
so that based on that information, the supervisor can compare them to his existing knowledge
on the various characteristics of the different deliverables, and suggest the one which suits the
information the best.
It is also required that the supervisor excels in confidence, so that he does not
succumb to pressure and fail at serving his purpose. He should also develop his memory since
it is important that he remembers crucial information when it is needed the most. This would
enable him to develop an expertise in the field, and be able to solve complex problems
relating to his work. All of these factors have been considered in the secondary learning
objectives.

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Conclusion
From the above discussion, it can be concluded that the ideal location for the
company description in the case, is Independence Square in Port of Spain. This is because the
company must ensure the availability of transportation safety for its workers, especially
during the night time, and Port of Spain serves as a safe and busy city. The primary and
secondary learning objectives have been designed, keeping the main roles, responsibilities
and necessities of the job role in mind.

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References
Dhanpat, N., Modau, F.D., Lugisani, P., Mabojane, R. and Phiri, M., 2018. Exploring
employee retention and intention to leave within a call centre. SA Journal of Human
Resource Management, 16(1), pp.1-13.
Lieber, M., 1976. " Liming" and Other Concerns: The Style of Street Embedments in Port-
Of-Spain, Trinidad. Urban anthropology, pp.319-334.
Lunn, R.M., Blask, D.E., Coogan, A.N., Figueiro, M.G., Gorman, M.R., Hall, J.E., Hansen,
J., Nelson, R.J., Panda, S., Smolensky, M.H. and Stevens, R.G., 2017. Health consequences
of electric lighting practices in the modern world: a report on the National Toxicology
Program's workshop on shift work at night, artificial light at night, and circadian disruption.
Science of The Total Environment, 607, pp.1073-1084.
National Trust of Trinidad and Tobago. (2019). Independence Square — National
Trust of Trinidad and Tobago. [online] Available at:
http://nationaltrust.tt/location/independence-square/ [Accessed 17 Apr. 2019].
Ripa, J. and Cheaib, R., CASTEL COMMUNICATIONS LLC, 2016. Real-time call center
call monitoring and analysis. U.S. Patent 9,521,258.