An operations director for a retail call center asks a talent development (TD) manager to...

ATD CPTD Question Answer

An operations director for a retail call center asks a talent development (TD) manager to analyze the recent rise in incorrect orders, which are up 40% in the past month.

Step 2

Metrics show that most of the incorrect orders were handled by employees hired within the past six months. Further analysis shows these new hires lacked the knowledge needed to do the job correctly.

Step 3

A review of the training materials for new hires indicates that the material was aligned to the job requirements. The delivery methods specified were appropriate and aligned with skills application. Follow-up revealed that the trainer only lectured the new hires and did not follow the training delivery methods as designed.

Which solution(s) should the TD manager present to the call center operations director and all stakeholders?

Redesign the training.

Coach the trainer on facilitation methods.

Retrain call center employees hired within the last six months.

Create job aids.

Revise the training materials to clarify the role of the trainer.