Design and implementation of a National Training Award winning training programme

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Other case histories: Design and implementation of a National Training Award winning training programme Design and implementation of a culture, customer service, sales and team leading training programme for 100 call centre staff for the set up of a mobile telephone company in Singapore. Design and implementation of a customer service and sales training programme for 200 call centre staff of a major oil company. Design and implementation of a team building and development programme for a group of managers within a fast growing organisation.	Design and implementation of an in-house training programme for 150 call centre staff This programme won a National Training Award. Essential features of the programme: Organisational needs analysis Competency framework development (a skills matrix that identified 4 basic competency levels and up to 20 different skill requirements). Current competency level analysis for all participating staff Training programme objectives set (in line with organisational requirements) Training programme designed to meet competency level requirements Delivering key communication, management, customer service and sales modules Measurement tools designed to evaluate progress Results fed back into organisation requirements Feedback used to redesign the programme where needed. Key outcomes : Recruitment, staff turnover and competency targets achieved The establishment of a structured approach to developing staff The establishment of an agreed and accepted four-level competency matrix

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