Training Needs Analysis/ Assessment – Call Centre Agent
Purpose of Training Needs Analysis (TNA)
The company considers a Call Centre Agent as a valuable asset that could help best deliver the services that the client expects 
from us. The management of the company believes that you could perform exceptionally if you are fully equipped with the knowledge and skills that your job requires. It is for this reason that this Training Needs Analysis (TNA) is being conducted, to help you improve/enhance your skills so that our clients could only expect the best from us. Our goal is to make our clients happy and productive while doing our job exceptionally well. This TNA could provide us the gap in which an intervention will be based so that the design of the training we would provide you will be what you need. Kindly respond to each item below. Each category is important for our reference in designing the training module.
Personal Background
Name: _____________________________
Section/Department: _________________________________________________
Relevant Seminars & Training Attended:
Title of Seminar _________________________________________ Date of Attendance
Note: If space is not enough, you may use another sheet
Area of Expertise: ___________________________________________________
Competency Check
Encircle the rating that best describes your competency in each item.
One (1) being the lowest and five (5) being the highest.
| 1 | Speaks English fluently | 1 2 3 4 5 |
| 2 | Speaks the (required) language clearly | 1 2 3 4 5 |
| 3 | Speaks audibly and coherently | 1 2 3 4 5 |
| 4 | Uses the three basic software (Word, Excel, Power-point) proficiently | 1 2 3 4 5 |
| 5 | Can work using the customer’s database/ CRM | 1 2 3 4 5 |
| 6 | Can understand and follow instructions easily | 1 2 3 4 5 |
| 7 | Understands fast what is being heard over the phone | 1 2 3 4 5 |
| 8 | Implements immediate action on a pressing matter | 1 2 3 4 5 |
| 9 | Gets annoyed easily with a rude customer | 1 2 3 4 5 |
| 10 | Responds immediately to a customer’s call/query | 1 2 3 4 5 |
| 11 | Maintains accurate CRM/ file notes | 1 2 3 4 5 |
Team Relationship
Encircle the rating that best describes your relationship towards fellow workers. One (1) being the lowest and five (5) being the highest.
| 1 | Easily gets along with others | 1 2 3 4 5 |
| 2 | Enjoys being with fellow agent during work breaks | 1 2 3 4 5 |
| 3 | Considers constructive criticism from fellow agent a help to improve herself/himself | 1 2 3 4 5 |
| 4 | Respect the privacy of fellow agent and immediate team leader/ supervisor | 1 2 3 4 5 |
| 5 | Value the comments and suggestions of immediate team leaders/ supervisor | 1 2 3 4 5 |
| 6 | Prefers to be working alone even if work requires a team | 1 2 3 4 5 |
| 7 | Initiates to help fellow worker who are in need (work related). | 1 2 3 4 5 |
| 8 | Contributes to attain company goals | 1 2 3 4 5 |
Area for Improvement
As honestly as possible, kindly list down the things that you think you need to be improved in relation to your work as a call centre agent.
Note: The person who will use this tool must compare the result from the standard competencies of a Call Centre Agent. The gap that will be established shall be the basis for the training that should be provided to the trainee. TNA is important because it will provide a correct intervention to the human resource. A correct intervention would mean a cost effective investment to the human resource and human capital of an organisation.
| Training Evaluation This section focuses on the planning and evaluation aspects of the specific trainings that were identified for a Call Centre Agent skills. This can be used to present the idea for approval by upper management. | |||
| Estimated budget (Breakdown of projected expenses for duration of training) | Resources (Presentation materials, physical facilities, etc.) | Documentation (Consolidation of digital and hard data for presentation) | Evaluation (Focused on trainers, trainees, organizers, and training program) |
|
– Use a separate sheet if required –
|
– Use a separate sheet if required –
|
– Use a separate sheet if required –
|
– Use a separate sheet if required –
|
| Conclusion
| How will this assessment tool help identify the training needs and motivation needed by the staff for future training?
| ||
NOTE
This is only a sample TNA template. Please use this as a starter for the roles your organisation requires.
♔ Aisyah Swift ♔ says
04/09/2012 at 12:47@donaaini u try tgk ni http://t.co/qbFU8QY6
Mehv says
05/03/2012 at 12:19Training Needs Analysis Template – Call Centre http://t.co/D9NPN8Ie
Mike says
14/04/2010 at 11:18New Blog post: Training Needs Analysis Template – Call Centre: Do you need to complete a training needs analysis o… http://bit.ly/bEpprF