Your Call Centre/Customer Experience Implementation Partner

Testing/Validation

INSIGHTS approach to validation is based on our unique skills as a customer management source of excellence, the high quality tools and techniques we can bring to the project e.g. benchmarking reports, ongoing data collection from classroom and coaching sessions, training evaluation data and the use of automated tools such as SMS.

The testing/validation is designed to ensure that:-

  • The training competencies have been effectively implemented within the operation.
  • The competencies identified in the TNA phase are effective in all aspects of the job role (360 degree evaluation)
  • The phases of validation may thus be defined as :-
  • Ensuring that the employee understands the competencies covered in training
  • Ensuring that the employee can effectively implement those competencies
  • Assessing if those competencies are proving effective for the employee
  • Identifying recurrent training programs and any alterations to the TNA

Regular Staff Validation Process

This validation process consists of a written, web-based, knowledge assessment. This is further supported by practical assessment of the individual marketing effectiveness.

  • 1. Pretest and overall assessment
  • 2. Ongoing assessment during all formal and informal training interventions and other project-related meetings.
  • 3. Web-based, multiple choice, written test to ascertain if the individual understands the core competencies.
  • 4. Working Performance review.
  • 5. INSIGHTS Questionnaire

Senior Personnel Validation Process

The SUPERVISOR validation process consists of a written, web-based, knowledge assessment. This is further supported by assessment of their working performance, managing their team and facilitating the key objectives of their manager.

  • 1. Pretest and overall assessment
  • 2. Ongoing assessment during all formal and informal training interventions and other project-related meetings.
  • 3. Web-based, multiple choice, written test to ascertain if the SUPERVISOR understands the core competencies.
  • 4. Web-based questionnaire to be filled by team members in order to ascertain if the SUPERVISOR is utilising the core competencies in the team environment.
  • 5. Web-based questionnaire to be filled by the call centre Manager in order to ascertain if the SUPERVISOR is utilising the core competencies in the Operational environment.
  • 6. Working Performance review
  • 7. INSIGHTS Questionnaire

MANAGER Validation Process

The MANAGER validation process consists of a written, web-based, knowledge assessment. This is further supported by assessment of their working performance in supporting and managing staff and facilitating the key objectives of staff.

  • 1. Pretest and overall assessment
  • 2. Ongoing assessment during all formal and informal training interventions and other project-related meetings.
  • 3. Web-based, multiple choice, written test to ascertain if the MANAGER understands the core competencies.
  • 4. Web-based questionnaire to be filled by senior staff in order to ascertain if the MANAGER is utilising the core competencies in the operational environment.
  • 5. Web-based questionnaire to be filled by the MANAGER/senior Manager in order to ascertain if the MANAGER is utilising the core competencies to facilitate the key objectives of senior managers while delivering consistently superior customer experience.
  • 6. Working performance review
  • 7. INSIGHTS Questionnaire


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INSIGHTS Middle East, P.O. Box : 28794, Dubai, UAE
Tel : 00971-4-3329211, Fax : 00971-4-3329290, Email : insights@eim.ae, Web : www.insights-me.com

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