Trainer Competency Assessment (TCA)
Need to know if your trainers have the skills required to be successful? Where they need to improve? Who should be training which classes?
Being an effective call center trainer is not simply a matter of being a good agent or being a good teacher. It requires a thorough understanding of best practices in training professional adults and the impact of training materials on on-the-job performance.
The Skills Trainers Need
being an effective trainer is not simply a matter of being a good agent or a good teacher
The Trainer Competency Assessment (TCA) is a valid, reliable assessment tool that focuses on the specific skills required to be an effective call center trainer:
- Knowledge and skills to clearly explain concepts, provide effective feedback and understand the purpose of the materials
- Delivery methods that are clear and appropriate to the trainees' learning styles, skill levels and job function
- Class Management techniques to appropriately structure lessons and actively engage trainees to get the most of training
Why it Works?
The TCA covers all the skills required to be an effective trainer.
Trainers must demonstrate practical application of adult learning principles, communicative approaches, a solid understanding of key agent skills, formative assessment techniques, effective correction, lesson planning and adapting materials to the needs of the trainees.
See the Certificate in Teaching Workplace English for more on the skills required of BPO trainers.
Using the TCA in Your Company
We can train your company to use it internally. By accrediting your lead trainers to use this assessment, you can be internally sustainable in hiring new trainers and identifying professional development pathways for your trainers to improve the standard of your training.
Or FuturePerfect can use it, observing your trainers live in the classroom.
What You Get
A detailed report outlining the key strengths and opportunities of all your trainers and clear recommendations on how to upskill them to the required level.