Forums
Establishing a Training Function for 311 Call Centre
Training & Organizational Development
Establishing a Training Function for 311 Call Centre
A forum for exchanging ideas about skills training, leadership training, management training, compliance training, e-learning, as well as organizational development and effectiveness.
Our organization is in the process of establishing a training department and training program for 50 customer service reps in a newly created 311 Call Centre. Does anyone have any tips or feedback reg
0
Cat:Topic ForumsForum:ForumId58
Cat:Topic ForumsForum:ForumId58Discussion:DiscussionId32923
Forums » Topic Forums » Training & Organizational Development » Establishing a Training Function for 311 Call Centre
Forums
»
Topic Forums
»
Training & Organizational Development
»
Establishing a Training Function for 311 Call Centre
|
Establishing a Training Function for 311 Call Centre
posted at 2/27/2007 5:17 AM EST
|
Posts: 1
First: 2/27/2007 Last: 2/27/2007 |
Our organization is in the process of establishing a training department and training program for 50 customer service reps in a newly created 311 Call Centre. Does anyone have any tips or feedback regarding what works and doesn't work? Also, does anyone have job descriptions for the required training positions? (ie) Training Manager, Learning Specialists, etc.
Thank you. |
|
|
Establishing a Training Function for 311 Call Centre
posted at 3/2/2007 2:23 AM EST
|
|
Posts: 2
First: 3/2/2007 Last: 3/2/2007 |
Patricia,
Congratulations for seeking advice prior to starting this endeavor! First, spend some time looking for a small, flexible LMS solution. The software will help with: scheduling, tracking what is and is not complete, provide reports with costs, correspondence to your students and a host of management reports that will be invaluable to management. Considering your size you might find a hosted solution that is cost effective and useful. LMS software is a tool that will get and keep you organized and in the long run will save hours of manual calculating! Best of luck! Cindy Martin, Gyrus Systems |
|
|
Establishing a Training Function for 311 Call Centre
posted at 3/13/2007 5:25 AM EDT
|
|
Posts: 7
First: 3/13/2007 Last: 3/21/2007 |
Patricia,
It sounds as if you could use a thorough resource for running a training department. Several good books are available through the ASTD bookstore (www.astd.org). When I first started working in the training business, I found Robert Craig's "Training and Development Handbook" to be an essential resource, but it's available mostly as a used book these days. If you can find a copy, its 900 pages are full of excellent background on every aspect of training, including a good section on organizing the training fuction for a business. John Labbe JEM Performance Consulting http://www.jemperformance.com |
Forums » Topic Forums » Training & Organizational Development » Establishing a Training Function for 311 Call Centre
