PROJECT PLAN:
Training & Development

March 22, 2015

Topic & Brief Description:
‘Skills and Knowledge Training for Call Center Employees’
Call centers are a business element that is here to stay and potentially a thrust sector for Bangladesh. This training program will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.
Training Objectives:
At the end of this workshop, participants will be able to: * Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. * Learn aspects of verbal communication such as tone, cadence, and pitch. * Demonstrate an understanding of questioning and listening skills. * Acquire comfort with delivering bad news and saying no. * Learn effective ways to negotiate. * Understand the importance of creating and delivering meaningful messages. * Use tools to facilitate communication. * Realize the value of personalizing interactions and developing relationships. * Practice vocal techniques that enhance speech and communication ability. * Personalize techniques for managing stress.

Training Methods & Justification:
Classroom or Instructor-Led Training: Instructor-led training remains one of the most popular training techniques for trainers. There are many types including Powerpoint presentations, Story telling, etc. This type of training is an efficient method for presenting a large body of material to large or small groups of employees, which is perfect for a call center. It is a personal, face-to-face type of training as opposed to computer-based training and it ensures that everyone gets the same information at the same time. It is also cost-effective, which is a major advantage in the call center industry.
Interactive Methods:
Interactive sessions keep trainees engaged in the training, which makes them more receptive to the new information. They make training more fun and enjoyable. They provide ways for experienced employees to pass on knowledge and experience to newer employees. They can provide in-session feedback to trainers on how well trainees are learning. These methods will make the training less monotonous and keep trainees attentive and involved. We’ll be conducting the following: * Case studies. Adults tend to bring a problem-oriented way of thinking to workplace training. Case studies are an excellent way to capitalize on this type of adult learning. By analyzing real job-related situations, employees can learn how to handle similar situations. They can also see how various elements of a job work together to create problems as well as solutions. * Q & A sessions. Informal question-and-answer sessions are most effective with small groups and for updating skills rather than teaching new skills. For example, some changes in greeting methods might easily be handled by a short explanation by the supervisor, followed by a question-and-answer period and a discussion period. * Role-playing. By assuming roles and acting out situations that might occur in the workplace, employees learn how to handle various situations before they face them on the job. Role-playing is an excellent training technique for many interpersonal skills, such as customer service, interviewing, and supervising. * Demonstrations. Whenever possible, bring tools or equipment that are part of the training topic and demonstrate the steps being taught or the processes being adopted.
Hands-On Training
Experiential, or Hands-on training methods are effective for training in new procedures and new equipment. They are immediately applicable to trainees’ jobs. They allow trainers to immediately determine whether a trainee has learned the new skill or procedure. Hands-on training techniques most suitable for call centers include: * Demonstrations. Demonstrations are attention-grabbers. They are an excellent way to teach employees to use new equipment or to teach the steps in a new process. They are also effective in teaching safety skills. Combined with the opportunity for questions and answers, this is a powerful, engaging form of training. * Coaching. The goal of job coaching is to improve an employee’s performance. Coaching focuses on the individual needs of an employee and is generally less formal than other kinds of training. There are usually no set training sessions. A manager, supervisor, or veteran employee serves as the coach. He or she gets together with the employee being coached when time allows and works with this employee to: * Answer questions * Suggest more effective strategies * Correct errors * Guide toward goals * Give support and encouragement * Provide knowledgeable feedback * Apprenticeships. Apprenticeships give employers the opportunity to shape inexperienced workers to fit existing and future jobs. These programs give young workers the opportunity to learn a trade or profession and earn a modest income. Apprenticeship combines supervised training on the job with classroom instruction in a formal, structured program that can last for a year or more.