This is a detailed process for training and evaluation process for the service delivery team within the following functions: Demand Generation Lead Generation Pre Sales Inside Sales Outbound Telemarketing/Telesales

1. Training Need Analysis for Service Delivery Team

2. Applicable for:
Demand Generation Services
Lead Generation Services
Pre Sales Services
Inside Sales
Outbound Telemarketing/Telesales

3. People Performance Potential Model
low Potential high
high
Superstars
Backbone Stars
• Strength : High Performance • Strength : High Performance, High Potential
• Weakness : Low Potential • Weakness : Can be ignored
• Opportunity : Give recognition for good work, use to • Opportunity : Agree projects & career development,
coach others coach and mentor
• Threat : Performance Saturation • Threat : Attrition
Performance
Icebergs Problem Children
• Strengths : High Potential
• Strengths : Could contain backbones & potential stars
• Weakness : Low Performance
• Weakness : Low Performance, Low Potential
• Opportunity : Inspire, motivate, encourage to improve
• Opportunity : Counsel, Establish trust, take action to
performance and reach potential
help
• Threat : Boredom, low challenge, might turn out to be a
• Threat : Might turn out to be seat warmers
wasted talent
Exits
low

4. Post Recruitment Training Calendar for Fresher
Day Plan Tools/Infra Required
Day 1 Induction done by HR Company Website, Personal Insights
Day 2 Pre Training Evaluation Done (available on request)
i.) Resource Scored and Training Plan finalized
Day 3 (available on request)
ii.) Relevant Trackers updated
i.) Recorded American Accent Files
Day 4 ii.) Ideas about American Culture and
Voice and Accent Training is Conducted by a specialist Call Etiquettes
V&A coach
Good Call Recorded Files of
Day 5
current/previous campaigns
i.) Mock Calls done and the resource is scored as per
V&A delivery and basic call etiquettes
Day 6 ii.) Resource is trained on Email Etiquettes and then (available on request)
evaluated based on email writing skills on given
situations
i.) MS – Excel training conducted
Day 7 ii.) MS – Outlook training conducted (available on request)
iii.) Use of necessary tools are trained

5. Post Recruitment Training Calendar for Fresher…contd.
Day Plan Tools/Infra Required
i.) MS – Excel training conducted
Day 8 ii.) Evaluation done on trained topics and resource is (available on request)
scored
Day 9 i.) Resource trained on Campaign Management
ii.) Resource trained on Lead Generation Process
Day 10 Workflow (available on request)
iii.) Resource trained on the importance of Lead
Day 11 Qualification Process
i.) Evaluation on Campaign Management, Lead
Generation Process Workflow & Lead Qualification
i.) Post Training Questionnaires
Day 12 Process
ii.) Personal Insights
ii.) Resource trained on importance of Process
Compliance and related risks
i.) Resource trained on improving Time Management To be done by specialist coach,
Day 13
ii.) Resource trained on improving Stress Management preferably a counselor
Resource is provided ideas on common
Campaign Case Studies, Personal
Day 14 product/service /solutions offered by various clients &
insights
relevant industry awareness related to lead generation

6. Post Recruitment Training Calendar for Fresher…contd.
Day Plan Tools/Infra Required
Resource goes LIVE and is engaged in an
ongoing campaign. An experienced dialer (or Mentor (Operations Team Leader),
the Operations Team Leader) will further dedicated system with all necessary
Day 21 to Day 25
mentor him in improving call skills and will software installed, functional VOIP,
provide him hands on experience in necessary etc.
software, reports, etc.
•Expected performance from the resource = at least 2 qualified appointments to be generated within the 5
working days.
•In case the resource fails to achieve the expected performance, the resource is further trained on
‘Weaknesses” & “Pain Areas” over Day 26 & Day 27. Resource simultaneously is engaged in dialing out.
• Resource should show performance improvement over Day 26 to day 30. The resource is expected to
generate at least 2 qualified appointments over these 5 days.
•If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is
now ready to be engaged in any LIVE/ Upcoming campaign.
•If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes
through the entire training program over the next 10 working days. Again he/she is put into a LIVE campaign
and 2 leads are expected over Day 41 to Day 45. In case the resource still fails to meet the expected
performance, he might be declared “Non-Productive” and forwarded to HR for further action.

7. Post Recruitment Training Calendar for Experienced Resource
Day Plan Tools/Infra Required
Day 1 Induction done by HR Company Website, Personal Insights
Day 2 Pre Training Evaluation Done (available on request)
i.) Resource Scored and Training Plan finalized
Day 3 (available on request)
ii.) Relevant Trackers updated
•The resource will be then trained as per priority based on his/her score per topic.
•The resource need to score minimum 40% to clear pre-training evaluation. In case the resource still fails to meet the required score,
he might be declared “Non-Productive” and forwarded to HR for further action.
•The entire training program for an experienced resource will not last more than 15 days including LIVE (On-Call) training by the
mentor (Team Leader) over Day 11 to Day 15.
•Expected performance from the resource = at least 3 qualified appointments to be generated within the 5 working days.
•In case the resource fails to achieve the expected performance, the resource is further trained on ‘Weaknesses” & “Pain Areas” over
Day 16 & Day 17. Resource simultaneously is engaged in dialing out.
• Resource should show performance improvement over Day 16 to day 20. The resource is expected to generate at least 3 qualified
appointments over these 5 days.
•If the resource meets the expected performance criteria, then he/she is declared “Training Cleared” and is now ready to be engaged
in any LIVE/ Upcoming campaign.
•If the resource does not meet the expected performance criteria, then he/she is declared “PIP” and goes through the entire training
program over the next 5 working days. Again he/she is put into a LIVE campaign and 3 leads are expected over Day 26 to Day 30. In
case the resource still fails to meet the expected performance, he might be declared “Non-Productive” and forwarded to HR for
further action.

8. Basic Training Needs for the Service Delivery Team
Training Topics Must Attend Priority
Communicating outwardly: face-to-face,
Dialers & Team Leaders High
phone, email, etc.
Listening and interpretation, establishing
rapport with both target prospects and Dialers, TLs, AMs & Managers High
clients, understanding and providing needs
Financial understanding & commercial ability
Dialers, TLs, AMs & Managers Medium
– as per company’s business model
Helping or mentoring or training peers Team Leaders High
Technical appreciation and use of
Entire SI Team High
equipment/tools/machinery related areas
Competitor/industry awareness and
consideration of these factors in planning, Entire SI Team High
decision making, etc
Taking initiative and responsibility, e.g.,
decision-making, conducting meetings with TLs, AMs & Managers High
clients
Time Management including planning and
delivering defined KRA effectively thus Entire SI Team Medium
ensuring productivity and reliability
Managing stress and conflict including
Dialers, TLs, AMs & Managers Medium
managing managerial superiors and peers
Using MS – Excel & MS – Outlook effectively Dialers & Team Leaders High

9. Critical Training Needs for the Service Delivery Team
Training Topics Must Attend Priority
Gaining clear visibility within standard
Entire SI Team High
process workflow for lead generation
Setting Up a Campaign/Program in
AMs and above High
accordance to the defined process
Executing a Campaign/Program flawless TLs, AMs & Managers High
Saying “No/Can’t” to the prospect or client in
a positive way and also providing them with Dialers, TLs, AMs & Managers Medium
alternatives
Ensuring Process Compliance Entire SI Team High
Retaining a client for future
AMs and above Medium
Campaigns/Programs
Understanding the scope of SI Team in
Entire SI Team Low
helping other Business LOBs
People (Dialer) Management includes
performance management and ensuring TLs, AMs & Managers High
minimum rate of attrition
Presentation Skills including using charts and
AMs & Managers High
created relevant analytics
Problem Solving Tools (Brainstorming, Fish
Bone, Pareto, Cause & Effect, Box Diagram, TLs, AMs & Managers Medium
Control Charts, FMEA, etc.)

10. Sample Training Needs Analysis Tracker

11. Graphical Representation : Overall Status Distribution
 This chart helps in planning the training (TNA to be Defined and Training Required) and
also in understanding the training outcome (Improved, Not Improved or Detoriated)

12. Graphical Representation : Score Comparison
 This chart helps in comparing the score (post training versus pre training) of individual
employees across the training topics

13. Graphical Representation : Pre and Post Training Scores
 Dynamic charts help in comparing the scores of the employees across each training
topic
 Pre Training
 Post Training