Training and Development for Call Center

This paper will evaluate the face-to-face PhonePRO approach. Upon cursory review, the program appears to be applicable to the appliance center receptionists, because the training is advertised as being beneficial for anyone that interacts with customers, including call center and employees (“Customer Service” n.p.). This definition certainly covers our employees.

After reviewing the program information, it appears to be most beneficial to proceed with training in condensed half-day sessions, over two days. The program developers advertise that one of the benefits of this type of training is that it is interactive, promising to deliver quick behavior changes (“Customer Service”, n.p.). This is program method is also repetitive in nature (“Customer Service”, n.p.). Based on the principles of the Social Learning Theory, it would appear that the subject matter presented would be learned by the receptionists through their observation of others, including in a classroom setting (Noe 143). The PhonePRO trainer will also provide program participants with the necessary level of reinforcement, and increase their self-efficacy, by providing words of encouragement during the training and development process (Noe 143). These trainers would also provide modeling and logical verification to employees throughout the learning process – both of these are also fundamental in learning (Noe 143). However, it is important to be mindful of one area of concern.

The program may be limited from an Expectancy Theory perspective. According to the theory, employees learn when they believe the training is valuable, and the information presented (and learned) will result in better job performance (Noe 148). The training will only be effective if the trainers are able to appeal to the staff, ensuring that the employees understand that the training (and the information offered) will help them deal with long customer lines, including upset customers. If this message is lost, the training may not be as valuable as it could be for our employees.

Works Cited

“Customer ServicePRO Overview.” Customer Service Phone Skills Training. Phone Pro, n.d. Web. 25 Feb. 2014. <http://www.phonepro.com/customized-onsite-programs/customer-service-training/>.

Noe, Raymond A. Employee training and development. Boston: Irwin/McGraw-Hill, 1999. Print.