How Do I Identify Training Needs for Voice, Accent, and Soft Skills on the Ops Floor?

Hi,

I need to conduct a training needs identification for voice and accent, and soft skills on the ops floor. By this, I mean I need to identify the areas where agents require training as those specific parameters are hampering the overall performance on the call.

Can you guys please help me with how to go about doing this? I am aware of a general TNA procedure but not a specific one like this. It would be great if anyone could post a TNA template that I can refer to.

Thanks a ton,
Karuna

Hi,

Regarding TNI on voice and accent, you need to analyze data that discusses voice and accent concepts. Prepare a monitoring sheet with the voice and accent parameters and soft skills. For example: vowel sounds, pronunciation, consonant sounds, grammar, verbiage, call opening, listening, empathy, hold procedure, and call closing. Monitor three calls per associate on the ops floor to obtain an average. Once you have this data, prepare a sheet to update all the scores of the agents, which will serve as the MIS sheet for the TNI. Identify the major three concerns accordingly.

This is one way a TN can be conducted, or you can acquire the data from the quality team if they have expertise in voice and accent concepts. Alternatively, you can focus on the bottom 30% performers on the floor and conduct a TNI if monitoring calls of all the associates on the floor is tedious and you do not have that kind of time.

Regards,
Shailu

Hi Karuna,

TNA for V & A can be worked out in such a way that Shailu had explained. The above can be made easier by simplifying things.

For instance, if you work in an Inbound OOps Flr, you can rate an agent in the following way:

1. Call opening: Smile, Energy in the Voice, Evaluating the exact need/query of the Cm.

2. Empathy: The agent should be in a position to respond to the query rather than react.

3. Language: Grammar, sentence formation, Voice Modulation, Rate of Speech, Clear pronunciation (Should always be Neutral - Agent should understand Accent is nothing but sounding English as English).

4. Communication: Professional Vocabulary, make the Cm feel Comfortable, Accuracy in response, thought flow.

Apart from all this, if you want to focus solely on Voice and Accent, consider only the third point. To this, we can add:

a) Sound: How the agent sounds - Energetic, Flat, Enthusiastic, aggressive, sweet.

b) Voice & Pitch: What is the tone of the agent? - Commanding, authoritative, responsive.

c) Rate of Speech: Too fast, very slow, Clear.

d) Voice Modulation: Stress on syllables, Vowel sounds, Consonants.

Hope I made myself clear. Hope you find this useful.

Any queries can be posted back.

All the Best,

Cheers,

Karthik Ghali

Email: Karthikghali@gmail.com