Is Training Effective? Evaluating Training Effectiveness in Call Centers

training and development; secondly, standardized scrutinizing procedures followed in the call center industry for hiring CCR’s enabled and facilitated implementation of training evaluation framework which is suggested in this paper. Data was scientifically recorded for the entire year 2012 and different aspects of training were recorded to ensure that Kirkpatrick model could be applied. By successfully applying Kirkpatrick’s learning and training evaluation model, the study developed a framework to gauge effectiveness of training program in call center using Kirkpatrick model. Our investigation of training programs using the developed framework revealed that training programs get very high scores at initial level. Trainees are inclined to rate trainings as excellent at level 1 (Reaction) of Kirkpatrick model but as we go deep with levels (Learning, Behavior) of model, it was identified that effectiveness of training programs deteriorate subsequently. Decline of almost 20% was recorded between the effectiveness of training at Level 1 (Reaction) and Level 3 (Behavior). These results suggest that reaction of trainees is an inadequate measure to evaluate training programs and training

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