QUESTION 1

Sarah is a training and development manager working in a call center of a telecommunication company. As part of her job, Sarah must deliver training to all call agents in the company. The training among others involves equipping call agents with skills and knowledge to handle the company's computer system to address and solve customers' issues, phone etiquette while interacting with callers and training on the process and procedures in handling inquiries and complaints. During peak seasons like school holidays, end of year and festivities, the call center would experience a high volume of calls from customers all over the country. Unfortunately, the incessant calls, the demand for fast answers and solutions and the unreasonable behaviors of some callers have put a huge stress on the call agents. Based on reports from the center's supervisors and her own observation, Sarah noticed that there have been an increase in absences and medical leaves among the call agents. These issues create difficulties for the supervisors in arranging work schedules and in ensuring optimum response time for incoming calls. This problem has begun to affect the overall productivity in the call center. The rate of turnover is also quite high due to poor work life quality and burnouts, and this has become a concern for the management. Sarah now realizes that merely providing skill sets and knowledge to the employees is not enough to make them competent workers and the company must also do something to address the emotional and relational side of the job. To deal with this issue, Sarah and her team planned to develop a training module on stress management and emotional wellness for all 90 call agents in the company. To start off with, she planned to conduct a one-day training workshop on stress management for 30 call agents as a pilot program. In this context, and using the concepts learned in this course, complete the design document given below. The information that you put in the table must relate to the scenario given above and the details must be appropriate, realistic and capture the essence of good training design. This document will then be used by Sarah to present her proposed training to the top management to get their approval