Evaluating Call Center training

Training programs empower call center professionals with an array of useful tips and information, but sometimes training fails to put theory into practice. Theory and practice remain two sides of a coin in many call centers. It happens because the theory taught on training courses is not getting transformed into results. It leads to agents and other call center professionals failing to put skills acquired during training sessions into practice.

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Evaluation of training programs offers a progress card of the training that will help make necessary changes in the subsequent programs. Monitoring and QA feedbacks have always been time tested evaluation tools. Quality assessment programs are the simplest methods of feedbacks to measure the conformity of your staff to the internal processes and organizational objectives. They can include all the relevant heads like technical knowledge, soft skills, customer interaction and sales closing. This internal process helps you understand how much closer you are in meeting the training objectives. QA forms could be easily applied consistently to read both the good and bad feedback, which in turn could be used in the specific fine tuning of the concerned segments. The customized evaluation forms could be assessed real time to ensure a rapid implementation.

Benchmarking also helps to visualize plans to augment the performance with the post training standards. Many quality checking systems could be built into the organizational policy that helps you take stock of the extent of competition and plugging of loop holes, if any.

Phone call monitoring is another evaluation tool. Each call could be screened for hold up time, data worthiness and conversion rates before finalizing the next course of action. The recorded calls should be listened to and the necessary corrective action should be taken. Training makes up only a part of the complex process of a well tuned call center operation and proper evaluation and follow-ups are very essential to complete the picture.