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| The Training Cycle Employee development is rooted in the concept of the Training Cycle. This four-part model views employee development as an on-going process, rather than a one-time event. Just as a circle has no end, the development cycle should be repeated again and again for continuous improvement. The success of the training cycle depends on the implementation of four elements that comprise it. 1. Customized Call Center Performance Standards 2. Monitoring, Evaluating and Assessing Telephone Skills 3. Training, Coaching and Feedback to Call Center Representatives 4. Tracking Customer Service Agents' Performance and Setting Goals for Improvement If one segment of the cycle is left out, the whole process breaks down and your call center won’t provide the results you need. Follow all the steps and your customer service effort will be rewarded with ever-improving performance. |
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