NEEDS ANALYSIS : nFinity Marketing Call Centre Table of Contents… [605685]

NEEDS ANALYSIS : nFinity Marketing Call Centre Table of Contents Introduction…………………………………………………………………………………………………………..2 Data Collection………………………………………………………………………………………………………2 Data Analysis………………………………………………………………………………………………………..2 Training Needs and Specifications…………………………………………………………………………..2 Evaluation…………………………………………………………………………………………………………….3 Conclusion……………………………………………………………………………………………………………3

NEEDS ANALYSIS : nFinity Marketing Call Centre Introduction A recent customer satisfaction survey gave a “poor” rating to nine Call Centre staff from nFinity marketing. This training needs analysis was conducted at the client’s request to determine the requirements of a suitable learning program to improve the customer service skills of the staff members in question. Data Collection To determine the training needs of the nine staff members I worked closely with Bill Buckingham (nFinity HR Manager) and the Call Centre team leader to develop a checklist for monitoring calls. The completed checklist forms Appendix A. In addition to the monitored call checklist, each team member completed a number of questionnaires and profiling tools to determine their individual learner needs and characteristics. Attachment B contains a summary of these results. Data Analysis An analysis of the monitored call checklist identified the following skills gaps in the nine call centre staff: • Building rapport. • Questioning techniques to identify customer needs. • Not listening to the customer, showing empathy or resolving the complaint. • Escalating complaints rather than dealing with them. • Not analysing whether it is a fault or a complaint The strategic objectives of the learning program are to: 1. Decrease customer complaints related to call centre staff. 2. Motivate staff and change attitudes towards the customer. Training Needs and Specifications Given the above information it is recommended that training in the following 4 units be delivered to the nine staff members: These units are from the Business Services Training Package (BSB07) from BSB20207 Certificate II in Customer contact. 1. BSBCMM301A Process Customer Complaints 2. BSBIND101A Work effectively in a contact centre environment 3. BSBCMM201A Communicate in the workplace 4. BSBWOR203A Work effectively with others Training will be delivered to the group of nine learners in the OLS training room over a period of nine sessions or weeks.

NEEDS ANALYSIS : nFinity Marketing Call Centre Evaluation Evaluation of the training programme will be monitored after one month by the following procedures: • Informal interviews with staff • Examination of records and statistical data. The information received should identify whether a decrease in customer complaints has occurred. Conclusion The overall objective of the “Training Needs Analysis” was to identify the type of training required to improve the customer service skills of nine call centre staff. As a result of the training needs survey it is proposed that the recommended training will address the training needs identified. Furthermore, the majority of staff are really keen to continue with training and to complete Certificate II in Customer Contact. This can be achieved by recognition of prior learning, on the job training, formal training, on-line learning, and flexible learning. I would be happy to discuss this matter with you further and explain the benefits for the company and the staff. Peter McBain Trainer/Assessor