To evaluate the effectiveness of existing training programs conducted for Customer Care Executives in inbound voice processes.
To measure the impact of training on key employee performance indicators such as call handling time, first call resolution, customer satisfaction, and communication quality.
To identify skill gaps and operational challenges faced by Customer Care Executives during customer interactions.
To analyze employee feedback regarding training methodologies, learning materials, and practical applicability of training sessions.
To recommend data-driven improvements in training strategies that can enhance customer experience, employee productivity, and overall service quality.
Conduct secondary research and literature review on customer service training practices followed in the BPO and call center industry.
Study the current inbound voice process workflow and understand the responsibilities of Customer Care Executives.
Collect performance data before and after training using KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), Quality Scores, and Customer Satisfaction (CSAT).
Design and distribute surveys/questionnaires to Customer Care Executives to gather feedback on training effectiveness.
Conduct interviews or discussions with team leaders, trainers, and employees to identify practical challenges in customer handling.
Analyze the collected quantitative and qualitative data using statistical or analytical methods.
Identify gaps in training content, communication skills development, product knowledge, and soft skills enhancement.
Prepare a final project report with findings, insights, and recommendations for improving employee training and customer support performance.
