I work in a sales/service call centre environment and am currently reviewing the ways in which the training is evaluated and have come to the conclusion that levels 1 and 2 are fine. However we seem to be a bit 'lost' when evaluting levels 3 and 4 and I was wondering if anyone could help - what works for you?
Elaine Roy
2 Responses
Link to organizational goals – performance management
Elaine – if you have a robust performance management system, and your teams/individuals objectives are linked to the organizational objectives then you can do level 3 & 4. Employees should attend training that is needed to help them achieve their objectives. This means having a process in place to ensure there is a clear brief with the employee and manager as to why the training is happening, and what needs to be done differently in the worplace as a result of the training. Then a good post course debrief immediately after to discuss action plans developed as a result of attending the training, with a follow up between manager and employee after a specified period of time. I have found by including the manager in the process and having a clear link to organizational and team goals that you can evaluate at level 3 & 4.
Embedded Evaluation
Within our approach, we embed a scheduled transfer of learning phase, that is aligned to what needs to be done on the job to achieve the objectives at Level 3 and 4. Results from this phase are automatically captured and reviewed by the trainer to build up the final analysis.
Our proceeding learning interventions are therefore aligned to ensure that participants can implement the training back on the job.