Understanding Training Needs Analysis (TNA) for BPOs
I would like some help in understanding how to conduct a Training Needs Analysis (TNA) for a Finance Business Process Outsourcing (BPO) and the types of training usually conducted for BPOs. I want to comprehend the requirements so that I can better pitch for the training and development program they are looking to outsource to consultants.
Thank you.
Regards
From India, Bangalore
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I would like some help in understanding how to conduct a Training Needs Analysis (TNA) for a Finance Business Process Outsourcing (BPO) and the types of training usually conducted for BPOs. I want to comprehend the requirements so that I can better pitch for the training and development program they are looking to outsource to consultants.
Thank you.
Regards
From India, Bangalore
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Steps to Perform Training Needs Analysis (TNA) in a Financial BPO Process
- Get in touch with the best performers on the floor.
- Ask them about the knowledge and skills-related difficulties they face on the floor.
- Most probably, you will find them facing a problem in remembering the numbers or shuffling between the scenarios on a call.
- Categorize these points collected from agents and floor managers in a document TNA format attached with scoring.
- Prepare your TNA form based on the same and then use it to gather details from all the people in operational units, e.g., agents and floor managers.
- Once you are done, sit with the quality team and analyze how crucial the points are based on the scoring, helping the process to improve and hence providing an in-depth idea on the trainings you should focus on.
- Now, design your curriculum based on the findings.
Happy TNA (Let's innovate).
For more information, you can get in touch at [Email Removed For Privacy Reasons].
From India, Delhi
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1- Get in touch with the best performers on the floor.
- Ask them about the knowledge and skills-related difficulties they face on the floor.
- Most probably, you will find them facing a problem in remembering the numbers or shuffling between the scenarios on a call.
- Categorize these points collected from agents and floor managers in a document TNA format attached with scoring.
- Prepare your TNA form based on the same and then use it to gather details from all the people in operational units, e.g., agents and floor managers.
- Once you are done, sit with the quality team and analyze how crucial the points are based on the scoring, helping the process to improve and hence providing an in-depth idea on the trainings you should focus on.
- Now, design your curriculum based on the findings.
Happy TNA (Let's innovate).
For more information, you can get in touch at [Email Removed For Privacy Reasons].
From India, Delhi
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Training Needs Analysis Questionnaire.d oc