You are the Training Director for a newly created Internet provider, I

QUESTION

You are the Training Director for a newly created Internet provider, Interdependent Operations Company (IOC). IOC has locations in 152 cities, ranging from locations that have only one employee who works from home, to locations that have offices with 20-30 people. To create this business, IOC purchased another Internet service provider that was not profitable. The companys inability to produce a profit was determined to be a result of improper training of the customer service staff and outdated methods for recording the information that the customer service staff collects.

It is your job to design a training program for the customer service staff to use when potential customers call them on the toll-free phone line, or when customers are referred to a customer service representative as a follow-up to a sales call. IOC has maintained the customer service staff from the former company, but the employees in this department need to be trained to better manage customer calls and enter data collected from the customers.

Utilizing the Required Readings, write a report that includes the following. Your Activity responses should be both grammatically and mechanically correct and formatted in the same fashion as the Activity itself. If there is a Part A, your response should identify a Part A, etc. In addition, you must appropriately cite all resources used in your response and document them in a bibliography using APA style. (100 points) (A 3-page response is required.)

Part A The method or methods that you would use to design the training, the reason or reasons for your selection, and the reasons why you did not choose the other methods (20 points)

Part B Which three (3) of the four (4) evaluation levels you would use to determine the effectiveness of the training program, the reasons for your selection, and the reasons why you did not choose the other level (16 points)

ANSWER:

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