Assignment – 2

1. To plan, design, deliver, and evaluate an original training program/module for any
organization of your choice. Process:

1. Each student will select their own topic for their training program/module.

2. Students shall conduct a needs assessment for their proposed training program.

This should include both a person and a task analysis. Make clear in the write-ups what
interview questions, questionnaires, etc. are used.

3. Based on the needs assessment and any assumptions students may need to make, develop
specific training objectives.

Training Program Proposal: Teleperformance Jaipur

1. Training Program/Module Selection:

Topic: Customer Service Excellence for Teleperformance Jaipur

This training program aims to improve the quality of customer service provided by Teleperformance
employees in Jaipur. The training will focus on enhancing communication skills, handling difficult
customers, and improving problem-solving abilities to ensure a positive customer experience.

2. Needs Assessment:

To understand the specific needs of Teleperformance Jaipur and design a relevant training module, a
comprehensive needs assessment is conducted. This includes Person Analysis and Task Analysis.

Person Analysis:

The objective is to identify individual employees’ skill gaps and specific needs for improvement. The
person analysis will involve:

Interviews with Supervisors: To understand the overall performance levels and gaps among customer
service agents.

Example Interview Questions for Supervisors:

What are the common challenges your team faces in delivering customer service?

Are there specific areas where your team members consistently struggle?

How do you evaluate your team’s customer service skills and efficiency?

Do you notice a difference in performance between seasoned employees and newcomers?

Surveys/Questionnaires for Employees: This will gather data directly from the customer service agents
to assess their perceived areas of improvement and training needs.

Example Survey/Questionnaire for Employees:

What specific skills do you feel need improvement in your customer interactions?

What do you find most challenging when dealing with customer complaints?

What additional support would help you enhance your customer service skills?

Task Analysis:

The task analysis will identify the key skills and tasks that need to be trained. This will involve:

Observation of Agents on the Job: Observing customer service agents while they interact with customers
to understand the typical challenges faced and areas for improvement.

Reviewing Call Recordings: Analyzing customer service calls to identify recurring issues, common
mistakes, or successful practices in communication.

Consulting Job Descriptions and Performance Metrics: Understanding the core tasks that customer
service representatives perform daily, and reviewing performance metrics like customer satisfaction
scores, response time, and resolution rates.

Key Tasks to be Focused on:

Greeting customers professionally and efficiently.

Managing challenging or irate customers.

Problem-solving and providing effective solutions.

Communicating product or service information clearly.

Ensuring customer satisfaction and building rapport.

3. Training Objectives:

Based on the needs assessment findings, the following training objectives will be developed:

1. Enhance Communication Skills:

Objective: By the end of the training, employees will be able to communicate more clearly and
confidently, using active listening techniques and proper tone management during customer interactions.

Measure: Employees will demonstrate the ability to handle a customer call from greeting to closing in a
role-play exercise.

2. Develop Problem-Solving and Conflict Resolution Techniques:

Objective: Employees will be able to identify customer issues effectively, offer appropriate solutions, and
de-escalate tense situations with challenging customers.

Measure: Employees will complete a simulation of a customer complaint scenario, where they must
resolve the issue while maintaining customer satisfaction.
3. Increase Empathy and Customer Rapport Building:

Objective: Employees will be able to build rapport with customers by demonstrating empathy and a
customer-first attitude in all interactions.

Measure: Employees will be evaluated on their ability to show empathy in a mock customer service
interaction.

4. Improve Product/Service Knowledge:

Objective: Employees will develop an in-depth understanding of the company’s products and services,
enabling them to address customer inquiries and problems efficiently.

Measure: Employees will take a product knowledge test at the end of the training session.

5. Boost Time Management Skills:

Objective: Employees will learn strategies to manage customer service calls more efficiently without
compromising the quality of the interaction.

Measure: Employees will be assessed on their ability to resolve customer issues within a set time frame
while maintaining quality.

These objectives will guide the development of the training content and activities,
ensuring they align with both the identified needs of Teleperformance Jaipur employees
and the organization’s broader goals of improving customer service performance.