QA & Training Tip: Develop a Cross-Functional Team to Support Your Training Needs Analysis

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This helpful QATC (Quality Assurance & Training Connection) tip is provided by QATC Board Member Christine Gorder of Wells Fargo.

At our company, all levels of our call center staff are engaged in our training needs analysis. We have developed a cross-functional team called the “Quest” Council. “Quest” stands for “Quality Utilization of Educational Services and Training.”

The Quest Council includes representatives from all levels of call center employees; front-line agents, supervisors, managers, support, etc. The purpose of the council is to ensure employee feedback and input is used to maximize the effectiveness of training and communication.

The Council is the point of contact for information to be shared across our contact center locations. The Quest Council meets weekly to:

• Review e-learning participation and results
• Discuss training topics received via e-mail or from council members
• Review employee suggestions
• Determine best course of action to communicate training topics

The Council has created a better communication process and has also created one source for answers to important questions, an easy way to share great ideas, and a direct line to our training team. It has also reduced duplicate emails and conflicting information, as well as facilitated training changes and updates.

Call Center Quality Assurance Resource Guide

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