Is Training Effective? Evaluating Training Effectiveness in Call Centers

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 …