University Assignment: Call Center Learning Program Design

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This individual assignment presents a comprehensive design for a learning program tailored for a new call center in Trinidad and Tobago, specifically in Port of Spain. The assignment begins with a location analysis, justifying the choice of Port of Spain based on factors such as accessibility, transportation, and the availability of a skilled workforce. The program is designed for 36 newly appointed supervisors and aims to operate 24/7. The core of the assignment outlines key learning objectives, including developing a strong learning environment, fostering leadership skills, understanding business processes, implementing knowledge management, understanding industry best practices, enhancing customer interaction skills, promoting time management, developing an effective operational framework, and improving employee relationship management. The document emphasizes the importance of these objectives in enhancing the call center's performance, employee development, and overall success. The student has taken into account the feedback provided for stage 1 of the assignment to produce a more comprehensive analysis.
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Running head: INDIVIDUAL ASSIGNMENT: DESIGNING LEARNING PROGRAM
INDIVIDUAL ASSIGNMENT: DESIGNING LEARNING PROGRAM
Name of the Student
Name of the University
Author Note
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1INDIVIDUAL ASSIGNMENT: DESIGNING LEARNING PROGRAM
Stage 1
Justification and Presentation for the call center location
A well-known internet service providing company in the Caribbean region is rapidly
growing in Trinidad and Tobago and the adjoining islands. To cater to the needs of their
increasing customer base, they have decided to open a new call center and recruit many new
people. Primarily, the company wants to get customer feedback and get better understanding of
customer complaints. They want to locate the call center at a place that would be strategically
placed for operational feasibility. The location of the Call Centre becomes very important as the
recruited members would need to have easier accessibility to this place. The country that is being
considered in this case is Trinidad and Tobago. The country is located in the Caribbean region. It
is among the various island nations that are present in this region. The call center is going to be
located in Port of Spain. Port of Spain is the capital of Trinidad and Tobago. This is the most
important area of the country with large industries and corporate organizations located in heart of
the city. It is one of the main commercial hubs of the entire country and one of the best locations
for the call centre to be situated. The city is one of the most populated cities in the country.
Moreover, it is effective enough to get a large number of workers as the sub-urban areas of the
city like the Chaguanas to the south, are some of the most populated areas in the country. A large
number of people from these areas would be willing to work for the call center. It is mostly
because the area has significant levels of unemployment among the educated population. The
large population of the area can be stated to be a major reason behind the unemployment levels
(Demographic Statistics of Trinidad & Tobago - knoema.com 2020). The unemployment rate of
the area is high enough for people to be interested in working for the call center. Approximately,
the population of Port of Spain is more than 81,000 (Holl and Mariotti 2018). The transportation
network of the city is one of the best in the country.
Location Analysis:
After setting the city where the call centre would be located, it is now important to
discuss the area that would be the most suitable for the location of the call centre. In this regards
it would be best to locate the call centre on the outskirts of the downtown region of the city. This
is because the transportation network to this part of the city reaches from various important part
of the entire city as well as the sub-urban areas. It is obvious that the larger part of the employees
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2INDIVIDUAL ASSIGNMENT: DESIGNING LEARNING PROGRAM
of the call centre would be from the urban and sub-urban areas of the city. At the same time it is
important to understand that the service centre at this part of the city would be well protected.
Along with the transportation oriented facilities that are provided by the place there is
also the presence of many medical facilities in case of any medical emergencies faced by the
employees. The external consultants, the employees and the new managers would all be very
positively affected by the location of the office premises. The organization would be able to
provide safe and feasible journeys to the people that would be associated with it. It is important
to note that the call centre would be operating 24 hours a day. This region of the city is well
connected to most of the other parts of the city through a smooth and effective transportation
system. Hence, 24X7 support can be provided by the new call centre. The location is important
as it can help to operate the productive flow of work with greater feasibility.
Learning objectives for the program
There are some very important learning objectives that need to be considered for the
program. It is important that these learning objectives are completed through the effective
implementation of the program plan.
1. The primary objective is to develop a strong learning environment for all the employees of the
organization. This objective would help in developing a more effective training and evaluation
platform (Bratton and Gold 2017). More emphasis should be provided towards making the
training process more engaging. The creation of a strong learning framework would help all the
involved members to get trained and help the organization in the future.
2. Learning the basics of leadership is an important objective. Leadership is important in terms of
the intended achievement of organizational success. Hence, the most important types of
leadership standards that need to be maintained in the call centre is to be learnt.
3. Another important learning objective is to develop strong knowledge of the processes. The
development of the call centre would essentially depend on the process that is to be followed.
Greater understanding of the business process need to be developed in order to create a smoother
implementation framework. The knowledge of the process can help to develop better work
standards.
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3INDIVIDUAL ASSIGNMENT: DESIGNING LEARNING PROGRAM
4. A major objective of the learning program is to create an interactive knowledge management
system. Knowledge is central to the development of the business. Hence, knowledge
management should both be learnt and implemented effectively. It is important that more
effective knowledge development takes place within the people involved in the learning
program.
5. knowing about the industrial best practices are very important for the development of the
organization. The learning program will be effectively aimed towards understanding the best
practices that are being implemented across the industry. The managers would need to learn
about the proper delegation skills and management aspects.
6. Developing better understanding of customer interactions would be one of the prime aim of
the learning program. The agents would be handling customer complaints and queries. In regards
to the same, they would need to know more about how to interact effectively with the customers.
The front line agents would need to know more about customer interactions.
7. Learning about time management is important as it helps to manage tasks better. The objective
would be to learn more about time management. Subsequently, the people involved can learn
more about utilizing time management towards improving the productivity of the call centre.
8. Developing better operational framework would be another major objective of the learning
program. This would help in understanding the operational aspects that are very much important
in developing optimal standards of performance, motivation and productivity.
9. Employee relationship management is an important learning area for the organization. This is
an important part of the entire learning program. This would be important as proper coordinated
efforts require proper relationship development between all the employees (Riccò and Guerci
2014). Relationship development would need to be learnt in order to develop better performance
potential.
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References
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Bratton, J., 2015. Introduction to work and organizational behaviour. Macmillan International
Higher Education.
Demographic Statistics of Trinidad & Tobago - knoema.com (2020). Available at:
https://knoema.com/TTPOP05/demographic-statistics-of-trinidad-tobago?region=1000210-
chaguanas (Accessed: 16 February 2020).
Holl, A. and Mariotti, I., 2018. The geography of logistics firm location: the role of
accessibility. Networks and Spatial Economics, 18(2), pp.337-361.
Riccò, R. and Guerci, M., 2014. Diversity challenge: An integrated process to bridge the
‘implementation gap’. Business Horizons, 57(2), pp.235-245.
Rice, R.O.B., 2019. Analyzing How Cultural Norms Affect Learner Preferences in
Organizational Learning Programs. In Multicultural Andragogy for Transformative
Learning (pp. 241-251). IGI Global.
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