DEVELOPING Core Managerial

TALENT by
Activities Analysis

Abdul Rehman
TRAINING & DEVELOPMENT

• Like any other organization, Sybrid have usual training programs

deployed to increase the efficiency of employees.
• According to an HR manager of their contact center,

“If there’s one thing any coach or contact center manager will agree
with, it’s that the best type of call center training is hands-on. If you
want them to improve, make sure your agents have the time to bring
whatever new skill they’ve learned in the classroom into practice on
their calls.”

WOODGROVE 2
BANK
DEVELOPING TALENT
Their HR department puts more emphasis on the variety of modalities. It helps the
knowledge transfer better — and it keeps things interesting.

Training Methods at Sybrid

• Creating a Plan • One-on-One Training

• Live Call Training • Regular Training Sessions for
• Classroom Training all Agents
• Online Learning • Role-playing to Teach Active
• Mentoring or Coaching Listening & Empathy

WOODGROVE 3
BANK
DEVELOPING TALENT
For call-centres, as they are service-centric businesses, it is very important to assess the
performance of the employees to ensure that the company is best utilizing their talent.

Performance Appraisal at Sybrid

• Use Technology to Monitor Agent Efficiency and Performance

• Use Incentives and Gamification
• Support Extra Online Training for Employees

WOODGROVE 4
BANK
 CRITICAL
IMAGE ANALYSIS FOR
SLIDE
ROLE OF MANAGERS IN HR
The Call Center Manager job is a blend of
analytics, team management, and HR duties. They
develop objectives and analyze call center
statistics to ensure these objectives are met.

• Deviation between performances

• Ongoing Training of Employees
• Boost in Workforce Productivity
• Investing on Employees

WOODGROVE 5
BANK
 SHORTCOMINGS
IMAGE SLIDE OF
MANAGERIAL TECHNIQUES

• Extra-burden on Employees
• No Relief to Employees
• Requirement of Seminars Insert or Drag & Drop your photo
• Less Interactiveness of Trainings
• Need-based Individual Trainings
• Need for Expert Trainers
• Need for Effective Feedback
Mechanism

WOODGROVE 6
BANK
 WOODGROVE
BANK

THANK YOU