IT Employment

Creating a Training Strategy and Evaluating Effectiveness

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Executive Summary

The following are essential elements of an effective training strategy: Alignment with organizational and call center objectives: Training initiatives must be tied to overall organizational and call center objectives. Training initiatives should be driven by business needs, contribute to the goals of the entire organization, and provide individuals with the skills and knowledge they need to improve their performance and increase their value to the organization. Senior management support: The effect of call center training on the organizations customer acquisition and retention strategy must be understood by all levels of the organizations senior management to ensure ongoing financial support. Involvement of call center managers: The best results occur when the skills acquired through training programs are practiced in a simulated

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