ANALYSIS OF NEED FOR TRAINING IN CALL CENTERS

Abstract

The customer service systems are the link between the organization and customers and should be understood as a strategic tool. However, the lack of professional qualification of operators and supervisors of call centers has brought many implications for people's lives. The first step in the training activities consists in assessing the training needs. However, despite the assessment of training needs influence the whole process of Training and Development - T & D, this aspect has not been well studied yet. This study aimed to identify the perceived training needs of call center supervisors and the possible influence of age, education, length of service time as a supervisor and motivation to learn about the perceived need for training. To that end, it was investigated a sample of 251 supervisors from a company call center and 6 additional interviews were conducted. The results point to the prediction of motivation to learn and also the perception of importance and prior knowledge course on the general perception of training needs. The variables age, education length of service time, and length of service time as a supervisor not figured as predictors of perceived need for training. This study supports other findings in the literature and points theoretical and methodological contributions, and some thoughts that may be useful for professionals who work in personnel management of call centers.