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.

Question

Quizplus · Accepted Answer

Revisiting call center standards will help identify if there are existing guidelines or expectations that are not being met, which is crucial before designing a training solution.

During an Extensive Needs Analysis, the Training Group Discovers That