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Project Plan For Training Program In Call Centres

825 words - 4 pages

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 ...view middle of the document...

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...

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