Answers should be in the below format method with your own words. The answer should be based on the article below. 

Answers should be in the below format method with your own words.

 

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Sarah is a training and development manager working in a call center of a telecommunication company. As part of her job, Sarah must deliver training to all call agents in the company. The training among others involves equipping call agents with skills and knowledge to handle the company's computer system to address and solve customers' issues, phone etiquette while interacting with callers and training on the process and procedures in handling inquiries and complaints. During peak seasons like school holidays, end of year and festivities, the call center would experience a high volume of calls from customers all over the country. Unfortunately, the incessant calls, the demand for fast answers and solutions and the unreasonable behaviors of some callers have put a huge stress on the call agents. Based on reports from the center's supervisors and her own observation, Sarah noticed that there have been an increase in absences and medical leaves among the call agents. These issues create difficulties for the supervisors in arranging work schedules and in ensuring optimum response time for incoming calls. This problem has begun to affect the overall productivity in the call center. The rate of turnover is also quite high due to poor work life quality and burnouts, and this has become a concern for the management. Sarah is a training and development manager working in a call center of a telecommunication company. As part of her job, Sarah must deliver training to all call agents in the company. The training among others involves equipping call agents with skills and knowledge to handle the company's computer system to address and solve customers' issues, phone etiquette while interacting with callers and training on the process and procedures in handling inquiries and complaints. During peak seasons like school holidays, end of year and festivities, the call center would experience a high volume of calls from customers all over the country. Unfortunately, the incessant calls, the demand for fast answers and solutions and the unreasonable behaviors of some callers have put a huge stress on the call agents. Based on reports from the center's supervisors and her own observation, Sarah noticed that there have been an increase in absences and medical leaves among the call agents. These issues create difficulties for the supervisors in arranging work schedules and in ensuring optimum response time for incoming calls. This problem has begun to affect the overall productivity in the call center. The rate of turnover is also quite high due to poor work life quality and burnouts, and this has become a concern for the management.

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DESIGN DOCUMENT TEMPLATE 1 Purpose of the Training The purpose of this schooling is to address the emotional and relational aspect of the task for call agents inside the telecommunications employer th... View the full answer