Training Needs
Assessment
What is it?
The BK ONE TRAINING NEEDS ASSESSMENT is a consulting project in which
current training programs and call center operations are reviewed
against industry benchmarks and organizational goals to determine
opportunities for improvement.
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How does it work?
The project involves front-end data collection and analysis,
observation of customer interactions, and interviews with a wide range
of personnel. The results of these activities are analyzed and
evaluated against both "best of class" operations as well as
enterprise performance goals to determine areas in which training and
education may improve performance, increase efficiencies, and improve
customer and employee satisfaction. BK ONE will provide an initial
report of findings while on-site and will follow up with a written
report of training recommendations.
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Who does the work?
All assessment projects are performed by the Senior Partners of BK
ONE. All have over 8 years experience in the call center industry and
are recognized experts in the area of call center management and
educational program design. In the last ten years, we have
collectively consulted and trained at over 85 call centers.
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What will you receive?
BK ONE will provide a written report that outlines results of our
analysis. This report will provide an overview of the current
situation, areas that are being addressed well, and opportunities for
improvement. The report will include recommendations on what types of
training are recommended at the front-line agent, team
lead/supervisor, manager, and technical specialist levels.
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What does it cost?
The cost of a training needs assessment depends on the size of center
as well as the number of call types being handled. We will provide you
a fixed quote for the assessment upon confirming the size and
complexity of your operation. Sample costs are listed below:
|
For Call Centres Outside India |
| 60 agents/3 call types |
200 agents/5 call types |
500 agents/10 call types |
| 1 day on-site |
2 days on-site |
4-5 days on-site |
| $ 2,000 |
$ 4,000 |
$ 8,000 |
|
For Call Centres Within India |
| 60 agents/3 call types |
200 agents/5 call types |
500 agents/10 call types |
| 1 day on-site |
2 days on-site |
4-5 days on-site |
| Rs. 96,000 |
Rs. 182,000 |
Rs. 360,000 |
Up to one-half the cost of the assessment may be applied to public
educational offerings from BK ONE. (Some of the training
programs we recommend will be from sources or vendors other than BK
ONE. Credits towards those programs will not necessarily be
applicable).
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How can I learn more?
Give us a call at 91 124 4008545 or 91 98115-25663 (BK ONE) to learn more about the Training
Needs Assessment and other consulting and training services from BK
ONE CORPORATE TRAINING.
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