The Challenge

To address a significant increase in customer complaints and a drop in customer satisfaction at a call center by designing a targeted training solution.

My Actions

• Conducted a thorough needs analysis using complaint logs, satisfaction surveys, and supervisor reports to identify specific skill gaps in communication and product knowledge.

• Established a clear general learning goal and developed five specific, measurable learning objectives to guide the training curriculum.

• Researched and recommended a hybrid training model, prioritizing role-playing with real-time coaching, CRM software simulation, and scenario-based exercises.

• Outlined a comprehensive training evaluation plan to measure success both immediately after training and over 90 days by tracking key business metrics, including escalation rates and customer satisfaction scores.

Skills Showcased

• Training & Development, Needs Analysis, Instructional Design, Project Management, Performance Metrics, Stakeholder Communication

The Result

A succinct and complete training proposal, ready for management approval, that detailed the training need, objectives, methods, delivery, and evaluation plan.