This training is designed for customer service agents that handle a high volume of phone calls for the company Lenovo. This two day training program is provided to help the 20 bottom performing agents on how to increase their customer service and educate them on how to better utilize their resources to assist customers in resolving their issues to achieve performance requirements. A reactive Training Need Analysis (TNA) is much needed before conducting the training because it can help conclude whether training can correct the performance gap that agents are currently facing. The call center industry is facing more challenges especially during the holidays because of the increase of calls due to angry customers not getting the right product, a delay in their products, price matches and a number of other things that is driving the call volume numbers. The TNA is the first step to exposing what needs to be changed in order to continue to provide great customer service to the customers. An in-house trainer will perform the needs analysis to collect, and document information concerning any of the following issues: performance problems, anticipated introduction to new processes, and what is benefited from the opportunity to identity these possible solutions.

To approach these concerns first as mentioned before individual performance from each agent needs to be analyzed in order to see which agents actually need the training. The top performers of course at this point are carrying the weight of all the performers that are not meeting the requirements of the company. The decision needs to be made on whether to keep the bottom performers or replace them with new agents, but doing this will create the same problem considering the fact that the new agents will pretty much perform like the bottom agents because they are unfamiliar with the processes and knowing how