Training for Performance Your investment in training should achieve levels of performance in your call center 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.
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.
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.
We develop training materials, reference documentation, and tools to measure and evaluate trainee performance.
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.
We train your instructors and orient managers. 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.
ISC has developed high payoff custom training and performance support systems for a variety of contact center services in small business and corporate environments: