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Outline |
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The first process for
assessing individual
competencies addresses the assessment of
on-the-job competencies for prospective or current
employees. The
second process addresses the development required to
enhance the
employee’s job performance. The third process
addresses how to enhance their
performance and how to help them meet their
career aspirations.
The final step describes how to match competencies to
job classifications.
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Call center competencies may include areas such as: an
agent is qualified to handle questions about a particular product, has the
skills to interpret certain databases or meets the standards for use of
software applications such as Excel.
The supervisors and managers determine competencies
for their employees:
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Prerequisite
competencies are the basic abilities that job applicants must
possess before they are hired. An example might be: be able to type
40 words per minute. These competencies are given to HR so that
assessments can be designed and administered to the prospective
employees.
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Learned competencies
are the abilities that are acquired after the applicant is hired,
generally through training. An example might be: be able to
correctly answer customer questions about Product B with 95% accuracy.
These competencies are reviewed with the training organization so
that training objectives can be developed.
The bottom line in determining either type of
competency is performance. If, in the
course of training employees, prerequisite competencies are found to be
lacking, then HR must be notified. It is also the training organization’s
responsibility to ensure that the competencies articulated in the course
objectives are met.
You learned how to conduct a general needs
assessment in the previous tutorial and have already created the basic list
of competencies. At this point you need to separate pre-requisite
competencies and learned competencies.
Checklist
Determining competencies will require
these actions:
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Needs Assessments must be reviewed to
ensure competencies can be articulated clearly
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Separate pre-requisite and learned
competencies
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Lack of prerequisite competencies must
be referred to HR
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Review course objectives to ensure they
reflect required learned competencies
Step 2:
Select Assessment Methods
There are several methods to administer
competency tests. The appropriate vehicle
depends on the competency being assessed. You may want to work with your HR
representative to determine the appropriate assessment tool for each
competency area identified.
To assess recall ability,
the pencil/paper method or electronic media method such as PC or web-based
tests are appropriate. Multiple choice or “fill in the blanks” work well
for either method. For telephone skills,
a simulation or role-play might be more appropriate.
In large organizations, it’s not uncommon for HR and
the training organization to share personnel
if one or the other organization has expertise in a particular assessment
area. In other cases they share common assessment equipment.
For existing agents,
quality monitoring or call monitoring results may also be useful in
determining skill gaps for individuals.
Checklist
Selecting the assessment methods will
require these actions:
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Involve assessment professionals in
determining the methods
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Keep assessment criteria and selection
process on file and readily accessible
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Consider outsourcing where feasible
Step 3:
Assess and Review Results
Agents may be alarmed or
concerned about an assessment process. You should use good
change management techniques before
starting an assessment process. Be clear on why
the assessment is being done, how it
will impact employees, and what they can
expect to happen.
If you manage this process as a change, you will find less employee and
manager resistance, and overall realize better results for your training
program.
Once the assessment methods have been determined and
the change management process is underway, you should begin the assessment
process.
Checklist
Assessing candidates and reviewing
results will require these actions:
Step 4:
Match Needs to Job Classifications
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Once agent competencies have
been evaluated, you must determine the
gaps. The gaps between what CSRs know
and what they need to know becomes the
target for training. For new hires, you
are making assumptions about their base knowledge from the
screening process and hiring criteria.
Within the broad category of CSRs, there
might be several sub-categories or
classifications. Each of these specialties may
require a unique curriculum.
The required competencies for each specialization must be
analyzed to determine how your training program can meet
these needs.
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Checklist
Matching needs and competencies to job
descriptions will require these steps:
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