Critical competencies for making call center training more effective
Title
Critical competencies for making call center training more effective
Creator
Miller, Jolayne
Description
Miller, Jolayne
The goal of Wisconsin Works (W-2) is to get unemployed people back to self-sustaining work. To that end, an entire business has been created using monetary incentives, training programs, counseling and other resources to get people back to work. Although there is much debate on the best way to accomplish this goal, MAXIMUS Inc uses training and education in a large portion of its cases. This education portion has been contracted to Kaiser Group, Inc., which employs career coaches and trainers to run a variety of classes and training environments to help W-2 clients achieve employment. One such class is the call center training, of which I was a trainer for this past season. The hypothesis that led to this research project was that adding or revising competencies to the original curriculum would create a more prepared candidate pool available for a wider variety of companies from which to choose to hire. The current curriculum is strictly arranged for seasonal employment with BuySeasons, an online party and costume supply retailer. The clients Kaiser has available to train are primarily single females with at least one child, no work history or a troubled work history, possibly even no high school education. It is the goal of programs such as the call center training to bridge the gap between the client’s past and her future by providing focused and valuable training. If companies with call centers can be made to see the value in a “free” training program that will provide them with a candidate pool that is trained specifically to their stated desired competencies, it will be a win-win result. The sampling used for this research was a purposive, non-random selection of human resource personnel from companies in the Milwaukee area who employ greater than five call center employees. My goal was to interview at least ten people fitting these criteria to obtain data, which I could then analyze and use to adjust the call center training.
The goal of Wisconsin Works (W-2) is to get unemployed people back to self-sustaining work. To that end, an entire business has been created using monetary incentives, training programs, counseling and other resources to get people back to work. Although there is much debate on the best way to accomplish this goal, MAXIMUS Inc uses training and education in a large portion of its cases. This education portion has been contracted to Kaiser Group, Inc., which employs career coaches and trainers to run a variety of classes and training environments to help W-2 clients achieve employment. One such class is the call center training, of which I was a trainer for this past season. The hypothesis that led to this research project was that adding or revising competencies to the original curriculum would create a more prepared candidate pool available for a wider variety of companies from which to choose to hire. The current curriculum is strictly arranged for seasonal employment with BuySeasons, an online party and costume supply retailer. The clients Kaiser has available to train are primarily single females with at least one child, no work history or a troubled work history, possibly even no high school education. It is the goal of programs such as the call center training to bridge the gap between the client’s past and her future by providing focused and valuable training. If companies with call centers can be made to see the value in a “free” training program that will provide them with a candidate pool that is trained specifically to their stated desired competencies, it will be a win-win result. The sampling used for this research was a purposive, non-random selection of human resource personnel from companies in the Milwaukee area who employ greater than five call center employees. My goal was to interview at least ten people fitting these criteria to obtain data, which I could then analyze and use to adjust the call center training.
Date
2012
Publisher
Alverno College
Extent
61 pages
Language
English
Format
PDF
Type
Text
Inquiry Project
Subject
Call centers--Employees--Training of
Rights
These materials may be used by individuals and libraries for personal use, research, teaching (including distribution to classes), or for any fair use as defined by U.S. Copyright Law.
Collection
Citation
Miller, Jolayne, “Critical competencies for making call center training more effective,” Alverno College Library Digital Commons, accessed May 17, 2024, https://alverno.omeka.net/items/show/474.