A training needs analysis for customer service operators in a call centre

Abstract

The objective of this dissertation is to look at how a needs analysis was carried out for an overseas telecommunications organization, XYZ Telecommunications Ltd, to address its performance gap. In the case of XYZ, it was the need to solve a performance problem that initiated the conduct of this needs analysis. According to industry best practice, not more that 3% of all incoming calls get transferred past the first answering point. From XYZ's extant data analysis, about 10% of all calls coming to a Customer Service Operator (CSO) are transferred. Therefore, XYZ needs to cross-train all the CSOs to enable them to handle all incoming enquiries regardless of product line. The ultimate objective is to improve the level of customer service rendered so that it will be the differentiator from competition.