Tip #492: Steps in Designing Call Center Training

On November 18, 2013, Posted by , In curriculum design, By , With Comments Off on Tip #492: Steps in Designing Call Center Training

Begin with the end in mind.” Stephen Covey

I recently had the opportunity to work with two wonderful employees in the Wisconsin Department of Transportation. Our task was to design a 15-day training program for new hires for a new call center (lovingly named the ThunderDome).

Laurie and Barb served as the subject matter experts in all things programmatic, organizational and technical. My role was to guide the curriculum design process and create the training materials that Laurie and Barb would be using. These materials included a binder with separate participant packets for each day, plus reference information.

Needs Assessment Decisions

We first had to determine what types of calls the new employees would be expected to answer on … Read the rest