dc.description.abstract | The purpose of the study is to explore the factors that would influence transfer of training and possible causes that may attribute to this transfer for new CSRs in call center.
Questionnaire was the major data collection methodology employed in this study.
In total, 374 questionnaires were sent. As a result, 363 questionnaires were returned, the overall return rate was 97.06%, among which 333 copies are valid. The data were analyzed by reliability analysis, descriptive statistics analysis, Pearson correlation analysis and multiple regressions.
The results of the study were as follows: (1) Trainees’ Characteristic: Expectation, Conscientiousness personality. (2) Training Design: Identical elements, Content Variability, Way of Practice. (3) Work Environment: Peer Support, Coach setting were all positively related to training transfer effective in orientation in call center.. The following based on these results bring up some suggestions for orientation.
For whole orientation, setting up a training environment similar to workplace and setting up supervisors: A training environment is the same with inbound service workplace, including hardware, equipments and software. Supervisors are like mentors or coaching who can enhance the relationship in trainees and motivate trainees during orientation.
Training design from role orientating, knowledge learning to job linking: For whole training, the first session starts from psychology adjustment and let new comers have positive expectation and prepare to learn. Then proceed session, including knowledge and skill sessions, like industry knowledge, systems, service skills. It need to master sessions step by step, go from the easy to the difficult and complicated, content variability and collocate the service task principles. The last is job linking sessions, let new comers can exercise their skill in service.
Setting up learning evaluation and feedback: Due to the call center orientation’s unique that training must be obvious, it need to set up learning evolution, like exam, homework, that test the training effects. For job linking session, trainer’s feedback need immediately that new comers can improve and reform.
Others: Base on conscientiousness personality to expand the test for staffing before orientation. Let new comers answer the simple phones the initial stage after orientation.
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