Needs Assessment Question
I'm in the begining process of conducting a needs assessment for our call center. I'm trying to determine what the call center agents need training on, but in order to do this I need to score their calls. I was thinking to have the agents, coaches, and managers take a 360 review, and also listen into agent calls to identify what I thought the calls were lacking. I was planning on creating the survey and score sheet.
If anyone has any of these materials already developed and would like to share them with me that would be helpful.
Also, if anyone has any additional suggestions please feel free to share.
Thanks for your time!!