Excel's Executive Summary
The report introduces a training and development strategy based on the current issues and needs of the Excel’s call centre performance. The strategy report employs an effective training model that consists of five spheres: Analysis, Design, Development, Implementation, and Evaluation. This model outlines the steps and training methods that are expected to be involved in the strategy implementation. The report contains a brief introduction of the main conceptual elements of the employed model and justification of its efficiency from empirical and academic resources. The strategy is expected to cover a three-month period of implementation and is expected to meet the objectives of Excel's "3 F’s" mission objectives. The report ends with short, middle and long-term recommendations from the project management team.
Contents
Introduction4
Issues and Needs4
A.D.D.I.E Model5
Training and Development Strategy6
Analysis6
Design7
Development10
Implementation10
Evaluation11
Conclusion11
Recommendations12
References13
Training and Development
Introduction
Excel Telecommunications Ltd. has come to the period of its activity that requires change and enhancement of its business efficiency. Like any other company in the telecommunication industry Excel needs to provide appropriate product quality to its customers in order to maintain its survivability in the market. The recent fall in performance quality in the Auckland call centre indicates that on-the -job training strategy needs improvement and a more flexible approach to the issues of training and development of the centre’s staff. This approach is likely to be achieved by implementing A.D.D.I.E. model that suggests five interdependent aspects for human resource management interventions. The current report includes information about the company's current issues, needs and the outline of the A.D.D.I.E model, which will be used for the elaboration of the training and development strategy. The report ends with the conclusion, highlighting the main points and recommendations for short, medium, and long-term perspectives.
Issues and Needs
The recent advertisement campaign has introduced an increased workload in the call centre. Contact centre agents have to deal with a variety of different issues, which requires a good knowledge in various aspects of the product management, including subscription, billing issues, technical problems, and plans. The current model of the call centre management includes five supervisors and five assistant supervisors over 150 call centre agents. The on-the-job training strategy requires the continuous involvement of supervisors and assistant supervisors in the training and work performance processes, which has proven to fail due to durable sick leaves of externally recruited assistant supervisors. Additionally, both supervisors and assistant supervisors lack knowledge in the telecommunications industry.
Another challenge that has become evident after the introduction of the advertisement campaign is the service delivery quality due to increased calls waiting, poor awareness of the new product delivery alternatives; poor communication and work ethics; poor supervisory response to complaints, inquiries and sickness cases; lack of teamwork and work ethics. All these issues challenge company’s corporate development and the introduction of a strong brand identity. The poor competence of the supervisors and assistant supervisors in the telecommunications industry and inability to handle the daily challenges of the company hazard the company's plans for the Thai operations in 2018/19. Finally, the company’s …
