For this assignment, imagine that you have been appointed to lead a group of external consultants to devise and deliver a new learning programme for a new service centre (call centre) employing a staff of 250. You may choose to locate this fictional call centre in any place of your choosing, but you must justify your choice based on sound human resource planning grounds. For example, think about the availability of potential employees with the appropriate skills. Possibly in India, malaysia or Pakistan
The programme which you are to devise is aimed at a group of 36 newly appointed supervisors who work in the call centre which operates 24 hours a day, 7 days a week.
Produce a document showing the framework of a learning programme that takes place during the supervisors’ first month of employment. You should set out a plan for the month’s training, including a set of learning objectives, content and a justification of the learning methods adopted. You should aim to ensure that the majority of training takes place in a simulated or actual work environment. Up to 3 days (or 6 half days) could take place off the job.
How to present the assignment There is no word limit for this assignment, but you should produce a matrix showing the various timings and activities. Please try to keep paperwork to a minimum, although you will need to write a short justification of your choice of content and methods. Remember that not all the learning needs to take place in a classroom, which leaves room for creativity. Marks will also be given for showing that you understand the needs of the group of learners and the organisation; research into call centre environments will help improve your work.
Stage 1 (Submission in Week 4) Presentation and justification for your selection of a location for the call centre. This is most likely to be in a location with which you are familiar, so please give some background information and do not assume that your Instructor will be familiar with your country or region (limit of 1,000 words for this section). A set of learning objectives for the programme (up to 10 objectives for this section). You will receive feedback from your Instructor once your submission has been graded.
To prepare for this Assignment:
Think about a potential learning programme aimed at fulfilling a set of specific skills for a group of people within your organisation. For example:
Delegation Skills for Middle Managers
Dealing with Difficult Clients for Front-Line Staff
Interviewing Skills in Employee Selection for All Levels