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Training for Performance

Your investment in training should achieve levels of performance that contribute directly to your company’s success. 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:
Analysis

Together, we determine what you want trainees to be able to do on completion of training, and how you will evaluate success. We link training goals to business objectives, and identify realistic guidelines for time and resources available for training.

Design
We select media that match the skills to be learned and the resources available. We plan units and sequence of training, and select measurement and evaluation methods.
Development
We develop training materials, measurements and evaluation tools.
Tryout and Revision
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 performance in the least possible time.
Implementation

We train your instructors and orient managers. We track trainee performance to maintain quality control of the training process and to identify changing training requirements.

For each phase of training development, ISC produces deliverables that will become a valuable resource for your management, planning, and training activities:

Project Phase and Products
Analysis  
Training System Analysis
Job Study
Needs Analysis
Task Inventories and Analysis
Design  
Training Design Document
Statement of Training Objectives

Development    
 Instructor Guides
Computer-based simulations and lessons
Printed trainee materials
Audio/visual presentations
On-line Help systems
Role-plays and case studies
Criterion Performance Tests

Tryout & Revision  
Summary reports on tryout data
Revision plans
Field test reports
Revised versions of all Phase 3 products
Implementation  
 Implementation guides
Instructor training package
Performance Evaluation and
Tracking systems
Follow-up evaluation reports
 
What ISC Delivers
 
ISC has developed high payoff custom training and performance support systems for a variety of contact center services:
Directory Assistance Agents
Call Completion Agents
Telecommunications Business Office Managers
Work Force Managers with single-office or system-wide responsibilities
Customer Service, Marketing,
and Sales Agents
Repair Service Agents
 
 
 
       “the leader in workforce management delivered as a service”