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Call Center/Help Desk Competency Facilitator’s Guide
The Call Center/Help Desk Competency Facilitator’s Guide is a resource for consultants, managers, and administrators. Its content includes
Introduction
I. The Call Center/Help Desk Competency Assessment
About
Purpose
Use
2. The Call Center/Help Desk Competency Facilitation Process
Setup Administration and Assessments
Become Familiar with the Materials, Reports, and Resources
Meet with the Participants
Conduct a Call Center/Help Desk Competency Orientation Session
Monitor and Track Assessments Response to Ensure Completion
Interpret Assessment Results
Plan a Feedback Session
Facilitate a Feedback Session
Determine the Key Issues for Development
Facilitate Ongoing Support
3. Call Center/Help Desk Competency References and Resources
Conducting the assessment
The assessment is administered online through secure username and password.
The assessment consists of key competencies important to the success of the individual, their team, and the organization. Each category is made up of several questions (performance statements) that are rated by dual scales of importance and effectiveness. The scoring identifies gaps and areas for development based on the respondents’ perception of importance to job performance. All assessments can be conducted as self-assessment or multi-rater.
The managers and facilitators component gives you the capability to setup teams, workgroups, or entire organizations to participate in competency assessment and development initiatives. A unique feature is allowing the manager or facilitator the opportunity to input the level of expectation or benchmark of each of the performance behaviors for the specific respondent group.
Using the results and outcomes for development
Once the assessment has been completed, there are areas for further interaction including how you express the competency in your work, your level of effectiveness in the competency, a development plan, a praxis model for next steps, and a strategic action plan to help guide your development.
Using the results and outcomes for performance improvement
The group report provides useful perspectives and dimensions of findings.
The Raw Data Report tabulates the scores from each individual respondent and sums the total for each of the scale labels, such as Not Important, Somewhat Important, Important, Very Important, and Essentially Important, within each category.
The Gap Analysis Report shows the average scores of the respondents and indicates the results as a perception of the importance of the competency to performance.
The Comparative Report compares the manager’s or facilitator’s rating of expectations with the respondents’ summative evaluation of effectiveness and calculates the variance.