Learning Assessment

Pre-Visit Process

Training Organization Review: 

We want to understand the nature and size of the training department, how it is structured, and where it resides in your organization. We review organizational charts, job descriptions, and annual performance review criteria.

Training Materials Review: 

We review and evaluate a broad sample of learning materials such as Instructor Guides, slides, handouts, and/or e-Learning modules. We evaluate the instructional design quality of materials.

Quality Assurance Program Review: 

We review quality scorecards, definitions documents, and recent QA trending data. We then schedule a time to come on-site to dive deeper into the people, processes, and technology that support learning.  The on-site discovery is led by ContactsPlus Training Strategy Consultant.

On-Site Activities Include Interviews or Focus Groups With:

Call Center Manager(s):to obtain their perspective(s) on business “pain points”, agent performance, and the efficiency and effectiveness of current training strategies

HR: to understand recruitment practices and employment screening criteria, as well as to gain insights into agent performance, job satisfaction, and turnover

Call Center Training Manager: to learn about departmental challenges, strengths, and areas of opportunity

Call Center Quality Management team: to find out about QA practices, poor performance trends and interactions of the training department

Call Center Supervisors: to collect feedback on the readiness of recently-trained agents to meet performance expectations, as well as to learn how the training department supports ongoing agent development

Call Center Instructional Designer(s): to identify “pain points” in design, development, implementation and evaluation of training programs

Call Center Trainers: to gain insight into challenges they face and find out where they see opportunities for improvement

Call Center Agents (new and experienced): to hear their opinions on how well training programs equip them to succeed on the job

Analysis Also Includes:

• Side-by-side observations with agents to view user interaction with callers, online and paper-based job aids, and desktop technology
• A high-level assessment of the skill level of members of the training department
• Benchmarking of the models and procedures used to produce training against learning industry best practices
• Benchmarking of the models and methods used to evaluate training against learning industry best practices
• Participation in a demonstration of the learning management system, if one has been implemented
• Other meetings with managers and technology experts as appropriate

At the end of our on-site visit, we will conduct a one-hour debrief session with operations leadership to discuss preliminary findings and potential areas of opportunity. This will allow your management team to give feedback on our preliminary findings and recommendations.