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Call Center Training Development Toolkit - Table of Contents

The most comprehensive strategy and planning guide for creating a training program for your call center

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Overview Table of Contents Order and Pricing


Table of Contents

Training strategy development  

Review business strategies and direction

  • Vision and mission of organization
  • Integration plan
  • Commission of training group by management
  • Budget

Conduct needs assessment

  • Data gathering methodology
  • Summary of needs and requirements

Develop training strategy document

  • Includes items listed above
  • Outsourcing Strategy
  • Training organization sizing

 

Management perspective

 Design training organization

  • Organization chart

  • Job descriptions

  • Budget

Secure resources

  • Request for personnel

  • Outsourcing   contracts

  • Space planning

  • Architectural rough draft

  • Equipment list

Prepare operations plan

  • Project timeline

  • Roles and responsibilities

  • Budget

 

Curriculum Development

Design curriculum

  • Curriculum design document

  • Curriculum map

Develop training content

  • Course objectives

  • Course descriptions

  • Course development

Select delivery method

  • Research summary

  • Cost/benefit analysis

  • A/V equipment list

Develop courseware

  • Training material

  • Instructor guides

  • Evaluation criteria


Competency assessments

Assess individual competencies

  • Competency assessments

  • Testing administration procedures

  • Test records system

Prepare development plans

  • Training plan format

  • Counseling schedule

  • Record system

Initiate record keeping

  • Records procedures

  • Resource request

Schedule individual training

  • Training schedule

  • Coverage plan

 

Training Delivery

Pilot session

  • Pilot feedback report

Deliver training

  • Training offerings

  • Participant evaluation summary

  • Follow-up evaluation summary

  • On-the-job performance assessment

  • Course content revisions

  • Financial analysis

 


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