Training Process Manual

[maitili]

I am a trainer in India serving an international call center. I at times feel that inspite of covering everything possible I am going haywire since I dont have a process in place. I'd be grateful to anybody who could help me with a process manual.

[rokima]

Hi there:

The nature of the call center you are servicing (IB/OB/Both + Internal/Outsourcing, etc.), as well as the mission & objectives of the company (and company's clients) will naturally determine the process(es) you'll put in place to enhance your current training package.

Could provide some more details on the above, I may be able to assist?


Regards,


Rokima

[maitili]

Dear Rokima,
Thank you for the reply. I have the mission and vision in place already. I also a modules deviced its just the contents of the training manual that I have get in place. I'd love to take your help in the same. Maybe you could contact me at maitili@respondez.com. Thanx again.
Maitili

[Jimmy Childs]

Here's the painful reply. You have to sit down and not only construct a manual centered around the needs of your center. The manual must contain phone use, mission and goals, script, policies and procedures, multitasking instructions for agents. The training modules must correspond piece by piece with your manual. Wait, you're not done. You must also write a Customer Service manual. Sorry, you have some organizational construction to do and only detailed writing will suffice.

[globalrespondez]

Dear Mr. Childs,

I ahve in due course of time just realized that its only meticulous writing taht save my skin. I have begun with the job, however I get lost time and again. How long do you think it should be???(n.o. pages) How long do you think its hould ideally take???

Thank you for your realistic and informative response.

Maitili

[cavick]

We follow the ADDIE model in developing all our training, and it seems to work well. (Hope I am clear on your question: You want documentation on how to produce quality training results, correct?). Anyway, ASTD produces several publications on Instructional Design that you might find useful. You can browse through their publications on their website: www.astd.org. The InfoLine series is good for short publications on different aspects of on ISD. There is also a good introductory book for subject matter experts called "Creating Training Courses" by Donald McCain.

[Jimmy Childs]

Our agent training manual is 34 pages. Our customer service manual is about 20 pages. You should be able to complete both within about 20 hours of work. Have everyone who works for you mercilessly criticize the work. Do not expect perfection. As time passes, you will revise and improve both manuals. I could write both in one day. So, the time involved depends on your ability and focus. After completion and revision, write your training modules to correspond directly with the manuals. We have a training database that we use in training sessions projecting onto a screen from a laptop so you can easily demonstrate how the software is to be used. We also have a small group of older computers networked to the training database so that trainees can practice exercises using the training database. Good luck!

[smack]

develop your manual to be interactive with the participant. Have blanks, places where the participant writes in the answer or the process. Don't give all the information in written form in a manual, unless you have to. If you do give it out, why do they need training? They have it all right there.

I would advise you put together a trainer's guide to direct the group that you are addressing. Make it fun and interesting but don't insult the intelligence of the audience.

[Lee Potter]

Hi Maitili,

I know what you are going through.

I had to re-write the training manual because it had not been updated in 5 years. My advice would be.

Talk to all departments. Find out thier procedures. Use the SOPs as much as possible.

Create a check list of eveything that has to be included the training manual and work from this. You may not have everything list, but you will have most and what's not on your list you will be able to add easier.

Write out the training manual. Have the departments check it.

Test it! does do what it says? It is easy to follow, for you and a new employee.

Finally, practise. The more you use the manual the better it gets. I have found that you never finish it, I am all ways fine tuning it.

I turned it into a PowerPoint presentation. Having it as a visual using "infocus" give it more inpact in getting the information across.

I have work sheets taken from this to hand out. I find that some people like to have something physical to learn from.

Keep it updated.

Cheer's Lee