Developed by experienced professionals in both the call center and training fields, the Call Center Training and Development Toolkit is the definitive guide for creating the best training program for your call center.

You will use a comprehensive process for:

• aligning your training program with your call center strategy

• developing a complete needs assessment

• creating a world-class curriculum

• developing or outsourcing specific call center training programs

• defining individual needs and creating professional development plans

• integrating training with other key call center processes including hiring, call monitoring and performance measurement

• creating a training delivery that meets the unique needs of your call center
   

This toolkit is ideal if you… are starting a completely new call center and need  a training program want to upgrade your existing training to a world-class organization are taking over the responsibility for training from someone else

---

Toolkit Contents    Getting Started    Strategy and Needs Assessment    Training Organization Design    Curriculum Development    Competency Assessments    Delivery and Evaluation to place an order - call 970-203-9332 or order online

Each aspect is described in detail, with tips for your own successful implementation. Each section includes:   definitions and examples of concepts being discussed checklist to get you started sample document outlines (where appropriate)

---

Job Aids

The toolkit includes checklists, guidelines and templates to make sure that you are on the right track.
 

Training strategy document Concisely present your training strategy to your leadership team, including a mission statement, training strategy and a comprehensive needs assessment.

Training operations plan Convert your strategy to an operational plan including the training organizational structure and resources, curriculum and course content, individual competency assessment process, training delivery methods and professional development plans.

Find a Call Center Business Performance Package to meet your needs and save 20-25% off the list price!

Need help? Email an analyst

Product guarantee: We are committed to your complete satisfaction. If you are not 100% satisfied with a product, simply return the product for a full refund of the purchase price.