Running Head: TRAINING PROGRAM PLAN
Training Program Plan
Christy West
AET/570
March 9, 2015
Natasha Spellman
Running Head: Training Program Plan
Part I Training Program Description
The organization has been so inundated with onboarding new representatives; we have
allowed current representatives to fall by the waste side. At one time we were having monthly
initiatives on an ongoing basis that were requirements. We still offer courses here and there
about important trending topics as they pertain to our organization from the client. Although not
completely avoidable, it would be in the organizations best interest to address issues prior to
client feedback. This training program will focus on our basic customer service skills that tend
to get lost as experience grows.
The Back to the Basics training program reminds the learners of the customer service
skills obtained during initial training as well as their own interpersonal human skills they have
and how to unleash those on every call. The learners will obtain the skills to maintain focus on
the customer service piece of their position while addressing customer issues in a professional
manner. At this time we are finding that current representatives start to detour away from the
customer service part of the service provided as they become more experienced and relaxed.
As we continuously train and onboard new customer service representatives, this training is
intended for current customer service representatives. Current customer service representatives
through surveys and quality assurance evaluations have seem to lost their momentum, and forgot
how the basics of customer service is the key to a one and done resolution.
The program goals are:
Provide the skills that create positive and lasting customer service relationships with
current and future customers.
Assure communication skills are clear and concise between representatives and
customers.
Running Head: Training Program Plan
Maintain customer service skills that are calming, positive, persuasive, and goal oriented
on every call.
The program objectives include:
Instructors provide training environment to implement the training program geared to
enhance and revitalize current skills in every back to basics training class.
Current representatives attend and complete training with an open mind prior to April 1,
2015.
Current and Future representatives use skills learned from Back to Basics training
program to achieve 100% customer relations satisfaction every call.
Part II Gap Analysis
Best Practices
Questionnaires
Observations
Best Practices
Strategies
Send out surveys in a
timely manner while
information is still
fresh to learners.
How Your Practices
Differ From Best
Practice
Surveys currently being
sent out after training
are over and learners
are at the beginning of
implementation, and a
state of beginners
anxiety.
Barriers to Best Practice
Implementation
Learners may return
surveys in at their
convenience if not time
stamped.
Report back to
learners so they are
aware of the value of
their feedback and to
gain further insight in
some instances.
Learners receive no
feedback from surveys.
No mediator for surveys
may cause learners to
feel stressed over
responses.
Analyze responses
that allow learners to
respond with text.
The organization is
sending responses to
instructors, however
only measuring
numbers entered by
learners.
Current observers are
Staffing someone to
document and meet for
feedback.
Educate observers to
Training observers on
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assure they
understand the layout
of training and
expected results.
Performance
and product
reviews
not skilled on one
particular client,
therefore measuring the
same information for
all clients, even if not
applicable.
Observations of
random recorded
sessions, especially
those that fall in the
heart of the training
program, from a
panel of individuals
taken from different
areas.
Observers enter room
on a schedule with
instructors knowledge.
The impact is either
instructor nervous, or
possibly only prepared
during observation
schedule
Use performance
review results to
identify areas of
development for
representatives.
Performance
facilitators (PFs) use
results to boost
numbers, however not
sharing with design
team for opportunities
for improvement.
Use performance
review results
collectively to develop
managers.
Informal
Interactions
Present training
information in an
informal environment
chat room, and collect
data useful for
training.
Managers or PFs are
aware of opportunities
for improvement with
learners, but not
focusing on selfimprovement to
improve learners.
No one collecting data
from chat rooms, or
providing feedback
from organization.
individual client needs.
Time constraints for
observers.
N/A
Manager training may be
costly.
Required man power
may not be available.
Running Head: Training Program Plan
Part III Budget
The below budget is based off hourly cost for instructors at $138 for 3 four hour classes,
that will last one week allowing instructors 3 hour prep. The initial classes will be a pilot
program monitored closely with the assistance of Performance Facilitators and Subject Matter
Experts. Each class will have 50 learners. Learners are contracted representatives funding the
initial fee of $10 each with expected outcome of revenue increase and a $50 bonus. Other
expenses are estimates added to the budget for preparation materials, research, additional
external staff and contractors, and supplies. The organization will fund the majority of the cost
with a rate of return outweighing the cost in the end results. Budget contains a shortage due to
the likelihood that all expenses will not be exhausted.
Expenses:
Personnel:
$2070
Fringe benefits:
$7500
External staff:
$1560
Materials:
$300
Technical support: $400
Equipment:
$0
Travel:
$0
Facilities:
$0
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Supplies:
$100
Miscellaneous:
$4,000
_________________________
Total Budget
$15,930
Income Sources:
Parent Company:
$10,000
Donations:
$2,000
Participant fees:
$1,500
Miscellaneous:
$2,000
______________________________
Total Income:
$15,500.00
______________________________
Total:
($430)
Part IV Staffing Plan
As budget outlines, the training plan will require 3 instructors for the pilot of the plan. We have
over 100 representatives that will benefit from this training program; however we do not want to
have too many classes going at once, nor over saturate the classes. We will need other
instructors to continue with the onboarding of new representatives. Current representatives not
in classes will need to continue to staff the phone lines. With 50 learners in each virtual class
room, the instructors will benefit from the continued support of one performance facilitator and
one subject matter expert. Performance facilitators and subject matter experts will assist with
Running Head: Training Program Plan
practice, monitoring, and feedback throughout the training program. Instructors will be available
for at least 30 minutes before and after class to meet with learners and assistants as needed. The
additional 2 hours will allow instructors to prep and provide summaries and feedback to
designers and other stockholders. Instructors are needed for a total of 7 hours a day for one
week, Performance Facilitators and Subject Matter experts are only required for the 4 hours of
class time. Other resources needed are a Lead instructor, technical support team member, and
reasonable access to the designer for situations that may arise such as plan changes and
unanswered questions. Expectations from the client include training tool availability and any
instructor documents such as power points and guides. For the program to be effective we need a
panel of outside participants to assist in evaluate calls taken during the training program as
different strategies are implemented. The panel will consist of an instructor, some current
representatives, Performance Facilitators, Subject Matter Experts, and a Lead. The panel will
only need to spend a few minutes a day communicating on a few brief calls. To fill
representative gaps, while in training we will have scheduling open more hours for those not
training to fill. The learners will be filling in on some call slots for quality measures and an
immediate opportunity to use skills learned. The panel and learners will be given a survey in the
middle and at the end of training to evaluate the program and instructor. The survey will
measure performance of staff involved.
Part V Stakeholders and Goals
Stakeholders (minimum of
five)
Partnership goal
Ways to build support
Instructors
Continued efforts to educate
representatives on
professional customer service
amongst learners on an
ongoing basis.
Sharing positive results and
feedback by providing data
and demonstrating through
kudos.
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Customer Service
Representatives (contractors)
Gain skills necessary to
communicate company
policies and procedures on
every interaction.
Service revenues that reflect
quality service.
Customers
Knowledge of practices to
create an environment
focused on creating a win win
relationship between
company and customer.
Customer education of
product being provided,
assuring customer of best
decisions.
Managers
Collaborate with client and
instructors as a liaison for
needs and communications.
Relationship with employees
that increase support.
Client
Continued education and
growth of outsourced
representatives.
Satisfied customers that
spread the satisfaction
amongst peers.
Part VI Communication Plan
Make Room for The Training Plan!
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TRAINING PLAN FACT SHEET
Training plan for Current Customer Service Representatives
Discipline is doing what you hate to do, but none the less
doing it like you love it. Mike Tyson
Where we are:
Customer Service
Representatives
Delivering an ordinary
experience
Resolving Customer Issues
Getting the job done
Where we can be:
Customer Support
Representatives
Delivering Extraordinary
Experience
Going above and beyond
Wowing the Customer
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Part VII Program Evaluation
This program will be monitored and evaluated by the instructor team including leads. The
instructors will report any issues with the leads including but not limited to, missing content,
time constraint, and budget issues. The leads will share information with the management team
as well as designer for possible updates and future changes. The evaluations will aid in the
implementation of future plans, and serve as a guide in exploring other areas that may need
updates and changes. Evaluations will measure instructor and learner engagement. Knowledge
learned will be measured and compared to on the job training and the lasting effects when
training is over. Questionnaires will provide feedback from learners on how they felt about the
timing, as well as the facilitation and layout of the plan. Instructors will receive questionnaires
for feedback concerning the plan, with an opportunity to add text about what could be better. To
evaluate learners activity on the job, customer surveys will be compared to past surveys as well
as those who have not completed training to determine the results.
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References
AHRQ Quality Indicators Toolkit. (n.d.). Retrieved from
[Link]
Ciotti, G. (n.d.). 15 Customer Service Skills that Every Employee Needs. Retrieved from
[Link]
