Training Needs Analysis Template – Call Centre
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
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.
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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. |
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| 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) |
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– Use a separate sheet if required –
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– Use a separate sheet if required –
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– Use a separate sheet if required –
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– Use a separate sheet if required –
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| Conclusion
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How will this assessment tool help identify the training needs and motivation needed by the staff for future training?
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NOTE
This is only a sample TNA template. Please use this as a starter for the roles your organisation requires.
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