Performance-Centered Training — A Means To An End, Not An End In Itself

摘要

Your company is ready to launch its best telemarketing campaigns ever. You've implemented the best technology available, and you've assigned your most seasoned managers to the campaign. Human resources assures you they hired the "best and the brightest" available, and you've provided weeks of training. You're ready to go live. What ensues is your worst nightmare. Your "best and the brightest" do not sound confident and knowledgeable when you sit through monitoring sessions. Quality assurance managers report a seemingly endless list of problems: poor product knowledge, lack of familiarity with the script, failure to handle objections, and on and on. Beleaguered supervisors generate report after report showing inconsistent results. Worse, they seem overwhelmed and clueless about how to turn around the situation.