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Organization of corporate training process in contact centres


Ilyushnikov K.K., Ilyushnikova E.K.
(about the authors)

Ilyushnikov Konstantin Konstantinovich – (International Institute of Management Economics and Information Systems – Altai State University)

Ilyushnikova Ekaterina Konstantinovna – (International Institute of Management Economics and Information Systems – Altai State University)

Published in:
Journal of Economics, Entrepreneurship and Law
– Volume 9, Number 4 (October-December 2019)

JEL classification: I26, I29, J81, M54

Keywords: contact centers, corporate training, personnel efficiency


Citation:
Ilyushnikov K.K., Ilyushnikova E.K. (2019). Organization of corporate training process in contact centres. Journal of Economics, Entrepreneurship and Law, 9(4), 605-616. doi: 10.18334/epp.9.4.41420


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Abstract:

The article considers the components of the corporate training system in the contact centers of Russia and methods for its effective implementation. The main types of training are defined and described. An algorithm for planning employees for developmental events is presented. Ways to increase the effectiveness of the work of training specialists on the basis of monitoring indicators of the results of developmental measures are considered. The process of collecting feedback from the participants of the training is presented. Tools are proposed to improve the quality characteristics of personnel after training and methods for assessing the effectiveness of training







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