Training Need Analysis for Service Delivery Team

Applicable for:

Demand Generation ServicesLead Generation ServicesPre Sales ServicesInside SalesOutbound Telemarketing/Telesales

People Performance Potential Model

Backbone

• Strength : High Performance• Weakness : Low Potential• Opportunity : Give recognition for good work, use to coach others• Threat : Performance Saturation

Stars

• Strength : High Performance, High Potential• Weakness : Can be ignored• Opportunity : Agree projects & career development, coach and mentor• Threat : Attrition

Icebergs

• Strengths : Could contain backbones & potential stars• Weakness : Low Performance, Low Potential• Opportunity : Counsel, Establish trust, take action to help• Threat : Might turn out to be seat warmers

Problem Children

• Strengths : High Potential • Weakness : Low Performance• Opportunity : Inspire, motivate, encourage to improve performance and reach potential• Threat : Boredom, low challenge, might turn out to be a wasted talent

low Potential high

low

high

Performance

Superstars

Exits

Post Recruitment Training Calendar for Fresher

Day Plan Tools/Infra Required

Day 1 Induction done by HR Company Website, Personal Insights

Day 2 Pre Training Evaluation Done (available on request)

Day 3 i.) Resource Scored and Training Plan finalizedii.) Relevant Trackers updated

(available on request)

Day 4Voice and Accent Training is Conducted by a specialist V&A coach

i.) Recorded American Accent Filesii.) Ideas about American Culture and Call Etiquettes

Day 5 Good Call Recorded Files of current/previous campaigns

Day 6

i.) Mock Calls done and the resource is scored as per V&A delivery and basic call etiquettesii.) Resource is trained on Email Etiquettes and then evaluated based on email writing skills on given situations

(available on request)

Day 7i.) MS – Excel training conductedii.) MS – Outlook training conductediii.) Use of necessary tools are trained

(available on request)

Post Recruitment Training Calendar for Fresher…contd.

Day Plan Tools/Infra Required

Day 8i.) MS – Excel training conductedii.) Evaluation done on trained topics and resource is scored

(available on request)

Day 9 i.) Resource trained on Campaign Managementii.) Resource trained on Lead Generation Process Workflowiii.) Resource trained on the importance of Lead Qualification Process

(available on request)Day 10

Day 11

Day 12

i.) Evaluation on Campaign Management, Lead Generation Process Workflow & Lead Qualification Processii.) Resource trained on importance of Process Compliance and related risks

i.) Post Training Questionnairesii.) Personal Insights

Day 13 i.) Resource trained on improving Time Managementii.) Resource trained on improving Stress Management

To be done by specialist coach, preferably a counselor

Day 14Resource is provided ideas on common product/service /solutions offered by various clients & relevant industry awareness related to lead generation

Campaign Case Studies, Personal insights

Post Recruitment Training Calendar for Fresher…contd.

Day Plan Tools/Infra Required

Day 21 to Day 25

Resource goes LIVE and is engaged in an ongoing campaign. An experienced dialer (or the Operations Team Leader) will further mentor him in improving call skills and will provide him hands on experience in necessary software, reports, etc.

Mentor (Operations Team Leader), dedicated system with all necessary software installed, functional VOIP, etc.

•Expected performance from the resource = at least 2 qualified appointments to be generated within the 5 working days.

•In case the resource fails to achieve the expected performance, the resource is further trained on ‘Weaknesses” & “Pain Areas” over Day 26 & Day 27. Resource simultaneously is engaged in dialing out.

• Resource should show performance improvement over Day 26 to day 30. The resource is expected to generate at least 2 qualified appointments over these 5 days.

•If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is now ready to be engaged in any LIVE/ Upcoming campaign.

•If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes through the entire training program over the next 10 working days. Again he/she is put into a LIVE campaign and 2 leads are expected over Day 41 to Day 45. In case the resource still fails to meet the expected performance, he might be declared “Non-Productive” and forwarded to HR for further action.

Post Recruitment Training Calendar for Experienced Resource

Day Plan Tools/Infra Required

Day 1 Induction done by HR Company Website, Personal Insights

Day 2 Pre Training Evaluation Done (available on request)

Day 3 i.) Resource Scored and Training Plan finalizedii.) Relevant Trackers updated

(available on request)

•The resource will be then trained as per priority based on his/her score per topic.

•The resource need to score minimum 40% to clear pre-training evaluation. In case the resource still fails to meet the required score, he might be declared “Non-Productive” and forwarded to HR for further action.

•The entire training program for an experienced resource will not last more than 15 days including LIVE (On-Call) training by the mentor (Team Leader) over Day 11 to Day 15.

•Expected performance from the resource = at least 3 qualified appointments to be generated within the 5 working days.

•In case the resource fails to achieve the expected performance, the resource is further trained on ‘Weaknesses” & “Pain Areas” over Day 16 & Day 17. Resource simultaneously is engaged in dialing out.

• Resource should show performance improvement over Day 16 to day 20. The resource is expected to generate at least 3 qualified appointments over these 5 days.

•If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is now ready to be engaged in any LIVE/ Upcoming campaign.

•If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes through the entire training program over the next 5 working days. Again he/she is put into a LIVE campaign and 3 leads are expected over Day 26 to Day 30. In case the resource still fails to meet the expected performance, he might be declared “Non-Productive” and forwarded to HR for further action.

Basic Training Needs for the Service Delivery Team

Training Topics Must Attend PriorityCommunicating outwardly: face-to-face, phone, email, etc.

Dialers & Team Leaders High

Listening and interpretation, establishing rapport with both target prospects and clients, understanding and providing needs

Dialers, TLs, AMs & Managers High

Financial understanding & commercial ability – as per company’s business model

Dialers, TLs, AMs & Managers Medium

Helping or mentoring or training peers Team Leaders High

Technical appreciation and use of equipment/tools/machinery related areas Entire SI Team High

Competitor/industry awareness and consideration of these factors in planning, decision making, etc

Entire SI Team High

Taking initiative and responsibility, e.g., decision-making, conducting meetings with clients

TLs, AMs & Managers High

Time Management including planning and delivering defined KRA effectively thus ensuring productivity and reliability

Entire SI Team Medium

Managing stress and conflict including managing managerial superiors and peers Dialers, TLs, AMs & Managers Medium

Using MS – Excel & MS – Outlook effectively Dialers & Team Leaders High

Critical Training Needs for the Service Delivery Team

Training Topics Must Attend PriorityGaining clear visibility within standard process workflow for lead generation

Entire SI Team High

Setting Up a Campaign/Program in accordance to the defined process

AMs and above High

Executing a Campaign/Program flawless TLs, AMs & Managers High

Saying “No/Can’t” to the prospect or client in a positive way and also providing them with alternatives

Dialers, TLs, AMs & Managers Medium

Ensuring Process Compliance Entire SI Team High

Retaining a client for future Campaigns/Programs

AMs and above Medium

Understanding the scope of SI Team in helping other Business LOBs

Entire SI Team Low

People (Dialer) Management includes performance management and ensuring minimum rate of attrition

TLs, AMs & Managers High

Presentation Skills including using charts and created relevant analytics

AMs & Managers High

Problem Solving Tools (Brainstorming, Fish Bone, Pareto, Cause & Effect, Box Diagram, Control Charts, FMEA, etc.)

TLs, AMs & Managers Medium

Sample Training Needs Analysis Tracker

Graphical Representation : Overall Status Distribution This chart helps in planning the training (TNA to be Defined and Training Required) and

also in understanding the training outcome (Improved, Not Improved or Detoriated)

Graphical Representation : Score Comparison This chart helps in comparing the score (post training versus pre training) of individual

employees across the training topics

Graphical Representation : Pre and Post Training Scores

Dynamic charts help in comparing the scores of the employees across each training topic

Pre Training

Post Training