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Training Session Plan: Learning Objective: To Teach New Team Members in A Call Center How To

The training session plan aimed to teach call center employees how to handle challenging customer calls more effectively. It included an introduction where the tutor outlined the session structure and objectives. The main session involved practicing difficult call scenarios through role plays and discussions on assessing customer needs, emotions, and presenting solutions. Trainees also shared experiences of negative customer interactions. The conclusion summarized effective call handling methods and gathered feedback through a questionnaire to evaluate the session.

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Surabhi Nair
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96 views2 pages

Training Session Plan: Learning Objective: To Teach New Team Members in A Call Center How To

The training session plan aimed to teach call center employees how to handle challenging customer calls more effectively. It included an introduction where the tutor outlined the session structure and objectives. The main session involved practicing difficult call scenarios through role plays and discussions on assessing customer needs, emotions, and presenting solutions. Trainees also shared experiences of negative customer interactions. The conclusion summarized effective call handling methods and gathered feedback through a questionnaire to evaluate the session.

Uploaded by

Surabhi Nair
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Training Session Plan

The example below shows a completed training session plan.

Learning Objective: To teach new team members in a call center how to


handle challenging customer calls more effectively.

Key Points Training Time Learning Check


Aids/Tools
Introduction
Open session: Handouts showing 10 Confirm that trainees
introduce tutor, session structure mins. understand the session
outline format.
structure, and
explain
"housekeeping."
Employees need Recordings of 30 Check that each trainee has
to be able to positive and negative mins. given a response in both
handle difficult customer calls. activities.
customers
confidently.

When Circle activity: ask


customers feel each trainee for a
that they haven't comment on the
had a positive recordings. What
interaction, they words come to mind?
are more likely How well are the
to switch recorded agents
suppliers. handling their calls?

Circle activity: ask


each trainee to share
a negative call that
they've experienced
as a customer, and to
explain how they felt
about it.
Main Session

Run through the


full call
process:

 Answer
call and
determine
customer
needs.
 Gather
customer
information.
 Analyze Group activity:
customer's trainees discuss how
emotion. to assess needs and Check that trainees come
information during up with a variety of realistic
 Present the call. responses.
solutions
based on Pair activity: use role Ensure that each trainee
customer's play to practice demonstrates one
needs. difficult calls. 60 successful interaction
mins.
Conclusion
Group summary
Summarize activity: students list
practical the solutions that they
methods of found most effective, Check that each group has
handling and why, on a flip 30 at least three responses on
difficult callers chart. mins. their flip chart.
Wrap-up Open question 10
questions session mins. Check for questions.
Evaluation Pass out 10 Collect a questionnaire
questionnaires to mins. from each trainee.
evaluate the
effectiveness of the
session.

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