Training Policy

Hi Rikuslow
Training Policy/Strategy is quite a big area, what is it you want the policy to do? Do you want a framework for what training your call centre trainer must do? Eg. all new employees inducted from Day 1 -Week 4 with systems training, operational knowledge, customer and complany information, followed by offerings of blended bite sized modules (telephone skills, customer service) plus regular on-the-job coaching? This will need to be bespoke to your organisation as it depends on the numbers/frequency of new recruits, the size of your contact centre compared to the trainer hours available. Are you single or multi-site?
Ideally to create a training policy it flows from your organisation's vision and objectives, as defined in the stages below.
The stages in identifying a training strategy:
1. Vision : A snappy phrase that states what the organisation wants
2. Mission: A lengthier explanation that states where the organisation will be in 12 months.
3. Objectives: Specific, Measurable, Achievable, Relevant and Time-based (SMART) goals for achievement.
4. Policies: The training methods that will be used
5. Procedures: How the actions will be done in practice
6. Implementation: The training strategy is carried out.

There are articles on the Call Centre Helper website that may be useful such as 'How to improve your training department' by Peter Laurie and my article on 'How to design a call centre training programme'. Also The Call Centre Training Handbook might be a good resource for you or your trainer. As a contributing writer to it I have some copies at cost, let me know if you want one.
All the best,
Carolyn Blunt
Contact Centre Training Consultant
http://www.real-results.co.uk