Effective Call Center Learning Programme: Design and Implementation

This document outlines a comprehensive learning programme for a new call center with 250 employees, focusing on the first month of their employment. It details the instructional design process, including audience analysis, desired behavioral outcomes, and learning constraints. The programme covers design documentation, storyboard creation, and user experience design. The development phase involves content creation, stakeholder feedback, and iterative revisions. Implementation focuses on preparing learners with necessary tools and systems, facilitated by experienced trainers. Evaluation includes gathering learner feedback and assessing knowledge, skills, and abilities. The curriculum includes modules on professional call center mindset, essential skills, and understanding caller personalities. Training methods incorporate interactive elements like videos, icebreakers, team-building activities, and simulations to rehearse job aspects and build confidence. The programme also addresses staff training topics such as company mission, HR policies, banking basics, product knowledge, risk compliance, and customer service skills, along with team leader training topics like effective management, leadership styles, and coaching. Evaluation steps ensure candidate screening, proper training delivery, organized shift plans, mock calls, and regular testing. The document concludes with a list of references.

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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 Introduction from MD and department heads and each of which to explain the main
functions for their areas,
 Company mission and the vision
 HR polices and the steps
 Basic of banking and the mobile description in terms of money and the associated
terms of terminology.
 The product and the training
 Risk and the terms of compliance of training
 Customer service skills and the system training
 Process training and the call center metrics that will be much evaluated and then it is
tracked by the organization
 Quality assurance along with good communication skills
 Team leader training topics
 How to be a much effective manger
 Leadership styles and goals
 Setting goals
 Managing the need of expectations
 Handling the meetings
 Creating the agenda and maintain the needs
 Coaching
 Giving the correct and exact feedback
 Team motivation and the
 Time management
Skills needed for call centre agent
 Learning skills
 Communication skills
 Customer handling skills
 Team work and the individual capabilities
 Telephone and the ability for responding
Training simulations
Simulations generally allow the agents to rehearse all the aspects of the jobs. This include
familiarization with the needed technology. Participants are much able to play role as both
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the callers and the agents. The needed sessions enable staff for learning in a safe and secure
environment and gain confidence with their abilities.
During the training
Split the staff and the half mainly acts as the customers such as the greeting for change of
PIN with requests. The other common calls has many details,
After training Involve all the call center with the staff in all the simulations and prepare
mainly the scenario per each and every person, the consultant service level for other
impressions
The simple scenarios
Customers will be upset and they complain their close account which is because they are not
much sure.
The customer will be moved and is much exited about that. They have an update the address
and the other contact information.
The customer is much trying to make the payment. The customer is much embarrassed
reading that. They get the error messages
Evaluation
Steps for evaluating the program
 They should check the following
 Prepare a customer management process candidates must be screened by the client
team
 Training must be provided in correct way
 Induction program has to be given
 Shift plans for the training must be in an organized manner
 mock calls has to be conducted in the training program
 Tests has to be conducted on regular basics
References
Associate call center representative. (2010). Syosset, N.Y.: National Learning Corp.
Bergevin, R., Simpson, B. and Siegel, W. (2010). Call Centers For Dummies. Hoboken: John
Wiley & Sons.
Citehr.com. (2018). Training In Call Centre - Ppt Download HR industry practices. [online]
Available at: https://www.citehr.com/119911-training-call-centre-ppt-download.html
[Accessed 9 Apr. 2018].
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Customer Experience & Cloud Call Center | Aircall Blog. (2018). 20 best-practices for call
center agent training. [online] Available at: https://aircall.io/blog/20-best-practices-for-call-
center-agent-training/ [Accessed 9 Apr. 2018].
Icmi.com. (2018). Call Center Training | ICMI. [online] Available at:
https://www.icmi.com/Training [Accessed 9 Apr. 2018].
Menken, I. (2010). Contact center complete handbook. [Place of publication not identified]:
[Emereo?].
Talkdesk. (2018). 15 Tips for Training Call Center Agents - Talkdesk. [online] Available at:
https://www.talkdesk.com/blog/15-tips-for-training-call-center-agents/ [Accessed 9 Apr.
2018].
The-resource-center.com. (2018). Call Center Management Training Course - RCCSP
Education Alliance. [online] Available at:
http://www.the-resource-center.com/SEMINARS/RCC-4.htm [Accessed 9 Apr. 2018].
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