Training Needs Analysis
Name: 


A red asterisk (*) indicates required questions.

  1. Business Unit*


  1. What is the training topic being requested?*


  1. What is the knowledge or skill being targeted?*


  1. What call type/ call driver is the training requested for?*


  1. Is the training for a current gap or an upcoming seasonality or business change? *


  1. Has this topic been trained before, if YES, please explain the new request and previous challenges if applicable. (Training Dept. will verify)*


  1. What method of training are you requesting? (Instructor-led/Job Aid/Other)*


  1. Does the majority of the team need this training or is it a challenge in a particular skill level of Agent? (A, B, C, D please provide the list/ stack rank) *


  1. Describe how you are approaching this challenge in your team now. What is working? What is not? *


  1. What behaviors/metrics (CSAT, AHT, Productivity etc.) will be measured and with what resource? (QA, ANALYSIS, etc.) *


  1. What support (if any) will be needed from the training department after the 2 week training cycle to ensure success and/or implementation of the strategy/behavior?*





Marvicci Mendoza
Metro Manila