Improving Performance through Learning, Coaching & Development Essay

Improving Performance with Learning, learn & Development - Essay ExampleRecruiting and retaining good performers in this exertion is faced with much difficulty as the attrition rate is very high compared to other industries. So to retain and attract high acting employees, especially when there is high competition in this industry, it is important for the company to design and implement an telling training and tuition system which will help the company to support the employees growth and aspirations and also allot the company a competitive advantage over the other players in the industry. Training and development plays a critical role in making a call center work successfully by ensuring a positive work environment and ensures the satisfaction of employees by supporting and guiding them and thereby providing them opportunities to grow. The treat is being designed with the objective of improving the performance of the employees through an effective make for of training and dev elopment in Endeavour, an outsourcing company operating in the UK and in India with approximately 5000 employees across the three sites maintained by the business. Identification of Training and Development needs The main drivers of a training and development program in an outsourcing business are raw business opportunities, changes in customer subscribements, management planning and changes in engine room (Mayben, 1999, p.293). Taking up new business opportunities create the need for additional training and awareness. Often the build of a new product or aiming at a new target group require proper training to be imparted to the call center agents. Industry issues arising newly also require additional training to review the processes and the work systems. Management planning is required in areas of resource management, specific technologies, queuing processes and real time management. To support managers in these areas continuous training and development should be imparted so th at the managers are aware of the new trends and developments in the industry. The introduction of new technologies in the business often requires training to be given to the employees to strain them skilled to operate new systems and use unique technologies like reporting systems, online desktop tools and specialized telephones (Holman, 2000, p. 69). to a fault the soft skills of pitching a product, selling through different media and customer service are taught to the employees through new training programs. The increase in the level of customer expectations may often tone down to unsated customers. Training should be given in these cases to redefine the processes and the systems. Political or regulatory changes often lead to customers asking questions and the agents are liable to answer. So, they must be trained to handle these concerns so as to lay aside the company from any negative publicity or legal action (Solomon, 2001, p.17). The competition in this industry is high mak ing it difficult to retain skilled employees. The need to retain talent within the boldness is another important driver for training systems. The key objectives of a call center training process include the alignment with the organizational objectives involving senior management guidance, improving quality and