Is Training Effective? Evaluating Training Effectiveness in Call Centers
Rehmat, W., Aaltio, I., Agha, M. H., & Khan, H. R. (2015). Is Training Effective? Evaluating Training Effectiveness in Call Centers. Electronic Journal of Business Ethics and Organization Studies, 20(1), 4-13. http://ejbo.jyu.fi/pdf/ejbo_vol20_no1_pages_4-13.pdf
Julkaistu sarjassa
EJBO - Electronic Journal of Business Ethics and Organization StudiesPäivämäärä
2015Oppiaine
Basic or discovery scholarshipJohtaminenBasic or discovery scholarshipManagement and LeadershipTekijänoikeudet
© Business and Organization Ethics Network (BON)
Due to complex, competitive and
crucial nature of call center jobs,
organizations in services industry
are spending more resources
than ever on staff training and
development. This is the case also in
Call Center Representative Training.
However, although organizations
invest billions of dollars every year
in training, no concrete evaluation
framework exists to adequately
quantify the impact of Call Center
Representative (Henceforth CCR)
training on actual job performance.
Filling this gap, current study
attempts to develop a framework to
evaluate training programs in the
context of call center industry using
Kirkpatrick’s learning and training
evaluation model. Developed
framework is then implemented in
actual training programs of the case
company to develop insights on
evaluation of training programs and
their limitations. The study is based
on actual data of three call centers
of a leading Telecom Company
in Pakistan. These call centers
answer approximately 72 Million
calls a year. Study analyzed data of
almost 627 CCRs who were trained
in 34 different training programs
by 18 different certified trainers
at three locations. CCR training
was selected as research setting
because of two reasons. Firstly,
high turnover of CCR’s in call center
industry necessitates frequent and
extensive training which makes CCR
training a big chunk of resources
utilized in call center industry on training and development; secondly,
standardized scrutinizing procedures
followed in the call center industry
for hiring CCR’s enabled and
facilitated implementation of
training evaluation framework
which is suggested in this paper.
Data was scientifically recorded for
the entire year 2012 and different
aspects of training were recorded
to ensure that Kirkpatrick model
could be applied. By successfully
applying Kirkpatrick’s learning and
training evaluation model, the study
developed a framework to gauge
effectiveness of training program
in call center using Kirkpatrick
model. Our investigation of training
programs using the developed
framework revealed that training
programs get very high scores at
initial level. Trainees are inclined to
rate trainings as excellent at level 1
(Reaction) of Kirkpatrick model but
as we go deep with levels (Learning,
Behavior) of model, it was identified
that effectiveness of training
programs deteriorate subsequently.
Decline of almost 20% was recorded
between the effectiveness of
training at Level 1 (Reaction) and
Level 3 (Behavior). These results
suggest that reaction of trainees is
an inadequate measure to evaluate
training programs and training
programs should be evaluated at a
deeper level to get a realistic picture
of training effectiveness. Though
scope of this study was limited to
call center trainings where results at
each level of Kirkpatrick model could
be gathered objectively, the study
opens an interesting and challenging
area for management researchers
about exploring and improving
quality of training programs. It
shows the need to study further his field by developing and
implementing effective evaluation
models in diverse training fields,
specifically in areas such as social
and leadership training.
...
Julkaisija
Business and Organization Ethics Network (BON)ISSN Hae Julkaisufoorumista
1239-2685Asiasanat
Alkuperäislähde
http://ejbo.jyu.fi/pdf/ejbo_vol20_no1_pages_4-13.pdfJulkaisu tutkimustietojärjestelmässä
https://converis.jyu.fi/converis/portal/detail/Publication/24687313
Metadata
Näytä kaikki kuvailutiedotKokoelmat
Lisenssi
Samankaltainen aineisto
Näytetään aineistoja, joilla on samankaltainen nimeke tai asiasanat.
-
Child-centered versus teacher-directed teaching practices: Associations with the development of academic skills in the first grade at school
Lerkkanen, Marja-Kristiina; Kiuru, Noona; Pakarinen, Eija; Poikkeus, Anna-Maija; Rasku-Puttonen, Helena; Siekkinen, Martti; Nurmi, Jari-Erik (Pergamon; National Association for the Education of Young Children, 2016)This study examined the extent to which child-centered versus teacher-directed teaching practices predicted the development of children's reading and math skills in the first year of elementary school. In addition, we ... -
Factors affecting simulator-training effectiveness
González Vega, Narciso (University of Jyväskylä, 2002) -
Periodizing skill-training : the effect of a planned skill-training break on handstand skill acquisition
Hänninen, Henri (2022)Tutkimuksen tarkoituksena oli selvittää kahden viikon taitoharjoittelutauon vaikutus käsinseisontataidon kehittymiseen 13 viikon harjoitteluintervention aikana asetelmassa, missä käsinseisonnan fyysisiä pohjaominaisuuksia ... -
Profiling affective-identity motivation to lead during two years : associations with readiness to lead
Lehtiniemi, Katariina; Kapulainen, Anni (2021)The aim of this study was to profile the development of affective-identity motivation to lead (AI-MTL) among Finnish highly educated professionals. In addition, differences between these profiles were investigated regarding ... -
Leader motivation as a building block for sustainable leader careers : the relationship between leadership motivation profiles and leader and follower outcomes
Auvinen, Elina; Huhtala, Mari; Kinnunen, Ulla; Tsupari, Heidi; Feldt, Taru (Elsevier, 2020)This study investigates leaders' motivation to lead (MTL) as a personal resource for building a sustainable career as a leader. Using a person-centered methodology, we identified different latent profiles of leadership ...
Ellei toisin mainittu, julkisesti saatavilla olevia JYX-metatietoja (poislukien tiivistelmät) saa vapaasti uudelleenkäyttää CC0-lisenssillä.