During an Extensive Needs Analysis, the Training Group Discovers That

question 305

Multiple Choice

During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalate to call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:

• A) Review or revisit call center standards.
• B) Create a special session just for the managers.
• C) Provide a cheat sheet for the add-on products.
• D) Monitor the agents for a week to truly understand their world.

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Definitions:

Motivator-Hygiene Model

A theory proposed by Frederick Herzberg that suggests job satisfaction and dissatisfaction arise from two distinct sets of factors: motivators that lead to satisfaction and hygiene factors that, if not present, lead to dissatisfaction.

Comparison

The act of evaluating two or more items to identify similarities and differences.

Fairly Treated

The perception or reality of being treated with justice, equality, and respect.

Ethics Competency

The ability to understand, articulate, and enact principles of ethical conduct within professional and personal contexts, ensuring decisions are made with integrity and respect for others.