Instructor Led Training Case Study

1. This role includes training contact center employees to support our North American market. What tactics and best practices would you employ to ensure that Manila learners are trained on North American culture and geography?
For training our agents who reside outside of the North American offices I would employ various tools. Video’s showing the differences between various regions’ communication styles would be a starting point. Having a familiarity between how those in South Florida, the South, the Midwest and New England communicate would be a start. There are many differences in speech patterns and speed of communication that are important for all agents to keep up with, especially those who may not have grown up with exposure to the different areas.
I would also
Being mindful of the flow of the class and guiding responses to remain on topic and moving along help maintain professionalism.

5. What are the benefits of instructor-led training versus on-line learning and vice versa?
Instructor-led training allows the instructor to gauge if the material is being understood at all stages of the training class. All participants are following along at the pace set by the instructor allowing the class to remain on topic and flow from one area to the next as a cohesive unit.
On-line learning allows agents who are comfortable learning on their own to set their own pace, moving through the material faster or slower than their peers, as needed. They have the opportunity to spend more time on topics where they feel the need to do so while moving quicker through topics that they can easily and quickly grasp. On-line learning benefits from many smaller assessments at the end of each topic to ensure a full understanding of the material is