Training Cycle
Cristine Camacho Ruiz
Created on October 21, 2024
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Transcript
Expectations
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Foster professional growth
Continous Evaluation
Career Progression
Longterm Success
Objectives:
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Training cycle
Understanding an employee's journey towards career progression
Nesting
NHT
Hiring
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Improvement
Reward
Understanding an employee's journey towards career progression
Hiring
This is the phase were a candidate is hired and accepted the contract. Prior to the New Hire Training classes the can
Hiring & Onboarding
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- Instructor Lead Training
- E- Learning
- Daily Assessments
- Daily Typing Test
- Mock Call/Chat
- QA Session
- Final Assessment
New Hire Training
10 Days New Hire Training
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- Progressive chat/call hours
- Case Handling
- Case Discussion/Case Study
- Huddles
- Refreshers
- Coaching
- Quality Monitoring
- Side-By-Side
Nesting
Hands - On Experience
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- Quality Monitoring : Weekly (2 QA Monitoring and 2 AI Monitoring)
- Training Needs Based Refresher (TNA, Performance Dashboard, Agent Feedback, & Quality Insight)
- Cascades
- Case Discussion/Case Study
- Huddles
- Coaching & Feedback
- Side-By-Side
- Assessments
- Annual Client Certification
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Go live
Endorsement to Production
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Improvement
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Continous Performance Improvement
- 3 weeks Performance Monitorig
- Quality Monitoring : Weekly (2 QA Monitoring and 2 AI Monitoring)
- Training Needs Based Refresher (Depending on the topic set by the TL)
- Cascades
- Case Discussion/Case Study
- Huddles
- Constant Coaching & Feedback
- Enhanced Side-By-Side
- Assessments
- Agent Feedback
Agents may receive recognition and rewards from the company or clients for exceptional performance. When applicable, agents demonstrating exceptional performance and possessing the appropriate tenure may be considered for career advancement or other company-specific rewards.
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Rewards
- Agents' are not limited to Lazada skill improvement but all are subject to participate in the skill improvement programs set by Transcosmos, based on TL's endorsement
Agents' performance will be continously monitored where we can identify possible opportunities and come up with the following action from the training team:
- Training Needs Analysis
- Laerners' Feedback
- Performance Dashboard
- Quality Insight
Continous Improvement
The agent's scores are derived from the following:
- Attendance = 95%
- Assessment = 85%
- Daily assessment = 85%
- Mock Call/Chat = 30% Deficient
Commencement of the NHT faciliatated by the Trainer, where agents' performance during the 10 days NHT is observed. The average passing score during NHT is 85%
The New Hire Training Class
Day 1- 10
**For New Hires who fails to meet the set client target will be removed from the Lazada project.
At the conclusion of this training, the employee will be equipped to identify the various stages of the Agent Training Cycle.
Objective:
Performance to be monitored
- TSAT = 85%
- B1BS = 5%
- AHT = 9 minutes / 14 Minutes
- Attendance = 95%
- Quality Monitoring = 30% Deficient
In this phase the agents will be exposed to handling customers, where the agent's performance is monitored to identify if the agent will be endorsed to production or not.
Nesting
Evaluation will be conducted as early as 4th day of nesting and any agent who failed the nesting may have an extension of training or will be removed from lazda.
Develop a comprehensive framework for the training cycle to effectively establish clear expectations for our employees regarding their learning objectives.
Objective:
You made it! Congratulations!Hiring is one of the most important aspect in our organization, candidates are filtered according to the specific needs of the client. HR Orientation is also vital in this way the agent understands the company and the roles and responsibilities more than that this will allow the agent understand the roles and responsibilities to be fulfilled by the candidate
Hiring and Onboarding
Establish clear expectations for agents of varying tenures regarding the anticipated improvements in their skills, knowledge, and capabilities throughout their time with us.
Objectives
- Agents failing to meet the targets will be subject to tailor-fitted action plans set by the team leaders and QA team
Agents are endorsed to operations and assigned to a Team Leader and a SME who will be providing the support needed by the agent. KPI to be assessed:
- TSAT
- B1BS
- Quality Monitoring
- FCR
- AHT
- Re-Open
- Attendance
Endorsement to production
Go Live