Gap Analysis

[Thai]

Hi,
I was wondering how many of you do a Gap Analysis of your phone support personnel. I am thinking of doing this for training purposes, and also to know what level my techs are right now. If any of you do this, or have a model, I would appreciate any input you could give.


Thank you,
Thai

[bijijanan]

The skills required for the call centre are basically 3 types :

1. Product Knowledge
2. Cognitive skills
3. Non cognitive skills

1. Product Knowledge - an inhouse test written or system based will take care of this

2. Cognitive skills - IQ & EQ based tests will give you the best results

3. Non cognitive skills - Thomas Profiling is very effectivehere

Hope this helps you !

[mobile]

Hi Thai,

Yes we are doing gap analysis to measure the overall performance of our people and to see where they are after our developmental sessions.

In order to develop a GP model, you would need to determine the SKills Sets of your staff wheare are they good at and at what level.. a grade structuring program will be your base.

By knowing your staff's competency and matching it with the skill sets reuqirements for their position, you will then be able to indentify the Gap/s.

I hope this helps you.
Mobile

[Thai]

Thanks.. I am sorry it has taken me so long to reply, but we have been going through some big changes, and I haven't had time. I appreciate your in put, and it has helped alot.