The Meshed and Non-meshed Training Programs
The study was conducted to compare the 2 training programs used in one of the leading call centers in Manila. The comparison of the 2 training programs was studied using 2-sample unpooled t-test for the 2 independent groups who had undergone both programs.
The results were discussed in relation to the pre-test and post-test of written grammar exam or WGE and Communication skills proficiency assessment or COMPASS and the post-test in product mastery assessment or PMA scores obtained in both meshed and non meshed trainings. The results of the present study showed that the scores of the product and grammar tests of the customer sales representative or CSRs under non meshed program are higher compared to the scores obtained by the CSRs under meshed program. However, the average mean COMPASS score of the CSRs under meshed is higher compared to the average mean score of those under the non-meshed training program.
This implies that both training programs can be succesful in one way or another in honing the grammatical competence, communications skills and interpesonal skills of the CSRs in The Company.
Recommendations for future studies may include analyzing the test scores using the hake factor in computing the gain score to see which treatment or training program is more effective.
The Company is one of the global outsourcing and IT development businesses in the Philippines. It has been known to deliver customer service par excellence and has established itself among its worldwide clientele. The Company provides a wide range of services in both its outsourcing services and IT solutions. This includes among others customer care, sales, technical support, market research, IT development and business process outsourcing solutions, to name a few. Thus, it expends greatly on searching and placing the right people...