Training Need Analysis For Vna

Hi,
I need to conduct a training need identification for voice and accent and soft skills on the ops floor. By this i mean, i need to identify which are the areas where agents require training as those specific paraments are hampering the overall performance on the call.
Can you guys pls help me how to go abouyt doing this as i am aware of a general TNA procedure but not a specific one like this. Also it;ll be great if anyone can 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 talks about voice and accent concepts. Prepare a monit sheet with the voice and accent parameters and soft skills for eg:- 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 get an average. Once you have this ...prepare a sheet where you update all the scores of the agents which would be the MIS sheet for the TNI and accordingly identify the major three concerns.
This is how a TN can be done or you can get the data from the quality team if they have the expertise of voice and accent concepts.
Or
You can concentrate on the bottom 30% performers on the floor and do a TNI if you think monitoring calls of call the associates ont the floor in tedious and you don't 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 more easy by putting things more simpler.

For that instant, if you work in a Inbound OOps Flr, u can rate an agent by the following way:

1. Call openiing: Smile, Energy in the Voice, Evaluatng the exact need/uery of the Cm.

2. Empathy: the agent shoud be in postion to respond to the query than to 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 Englis as English.

4. Communication: Proffesional Vocabulary, make the Cm to feel Comfortable, Accuracy in responce, thought flow.

Apart from all this if you want to look a whole on Voice and Accent pick only the third point. To ths we can add

a) Sound: How the agent sound-Energitic, Flat, Enthusiastic, aggressive, sweet.

b) Voice & Pitch: How is the tone of the agent?- Commanding, authorative, responsive,

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

d) Voice Modulation: Stress of 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

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