Training for Performance
When a contact center agent handles the customer’s request, one big difference maker that determines the quality and success of the conversation is — TRAINING.
Call center representatives create the connectivity between your organization and the public. These conversations throughout the day shape and determine what your company’s brand actually is. The customers’ experience can easily make them become enthusiastic brand advocates – or harsh critics to anyone who will listen!
The best contact center management does everything possible to ensure that the call touch point between the brand and the customer is always the best it can be. Higher levels of performance contribute directly to your total company’s success. To consistently accomplish this, contact center agents AND their management need professional training – and ISC is the experienced expert.
ISC believes that training must deliver improvements that can be measured, sustained, and linked directly your company’s service and financial goals. Our development and evaluation methods will provide demonstrable, enhanced performance from your people that managers can rely on — and your customers will appreciate.
We call our development process Training for Performance.
Here’s how it works:
Together, we determine what you want trainees to achieve on completion of training — and how you will evaluate success. We link training goals to business objectives and identify realistic guidelines for the time and resources available for training.
- Training System Analysis
- Job Study
- Needs Analysis
- Task Inventories and Analysis
We select media that match the skills to be learned and the resources available. We plan instructional units and sequence of training, and select the best methods for performance measurement and evaluation.
- Training Design Document
- Statement of Training Objectives
We develop training materials, reference documentation, and tools to measure and evaluate trainee performance.
- Instructor Guides – print and online
- Computer-based lessons and simulations (e-learning, gamification)
- Blended learning (computer-based and instructor-led lessons)
- User Reference Handbooks – print and online
- Job aids and workbooks
- Audio/visual presentations
- Online Help systems
- Role-plays and case studies
- Criterion Performance Tests
Tryout and Revision Phase
We train and test real employees or coach your instructors for a trial delivery. We analyze what happens in training hour by hour, day by day. We revise and fine-tune the training materials to achieve the best possible results in the least possible time.
- Summary reports on tryout data
- Revision plans
- Field test reports
- Revised versions of all Phase 3 products
We work with your staff to assure that computer-based materials are compatible with your in-house Learning Management systems.
If a development package includes instructor-led components, we train your instructors and provide management orientation. On request, we will also provide highly qualified instructors to deliver training sessions on a schedule that meets your business needs.
We track trainee performance to maintain quality control of the training process and identify changing training requirements.
For each phase of training development, ISC produces deliverables that will become a valuable and lasting resource for your management, planning, and training activities.
- Implementation guides
- Instructor training package
- Performance Evaluation and Tracking systems
- Follow-up evaluation reports