Need Diagnostic Study

• A field study conducted to understand the services context and current people competency levels, which became the foundation for developing the content
• Analysed the “as-is” situation in terms of service process, service orientation, Service competency levels (knowledge & Skills) of the service team and the prevailing business environment
• Centum deployed trainers at a few locations to observe/shadow the behaviour of the Service team to understand their current skill levels with respect to customer interactions
• Centum shared a detailed NDS report with the organisation. The report helped to identify the skills which needed to be impacted for better performance

The findings identified are broadly categorized as under:

• Ground Zero Awareness
• Awareness of role
• Day-to-day challenges
• Accountability management
• Managing emotions
• Communication
• Relationship management

• Usage of a blend of training methodologies, selected keeping in mind the specific skill gaps and behaviour
• Interactive Content development employed through the use of role-plays, case studies, group activities, video analysis, workbook activities, group discussions etc.
• All the training tools were customized and developed around a real business environment which the Service team was able to relate to

• Training Plan & Execution: Formulation of training batches as per the agreed training hub/nodal locations
• The trainer allocation for the rollout of the training programs was prepared on the basis of the above step
• The organisation was asked to validate the same
• The programs were rolled out in the time frame as mutually decided
• Centum deployed trainers based at the identified training locations and nearest to those centres
• Centum recommended conducting pre-test and post-test as a means to check the knowledge level gained by the participants during the course of the training program
• Online Assessment: Conducted online assessment for all the technicians within 30-45 days of completion of phase-wise CRT to check knowledge gain
• Categorised Service technicians on the basis of knowledge & performance and created focus groups for the same
• On the Job Training: OJT conducted for focused groups
• OJT had binary parameters on the basis of the key behaviour identified for the technician
• 2 OJTs a month were planned per technician
• Skills Improvement were mapped through changes in OJT scores
• Schedule for OJT was shared during the project implementation
• Post program reports: On completion of programs, appropriate reports and MIS shall be submitted in a defined format (including the attendance sheets and Participant feedback)
• Centum will process, collate and submit the pre-test and post-test scores for all the participants undergoing training.

• Centum to develop dashboards to map, knowledge improvement, Knowledge retention, skills improvement & performance enhancement for impact measurement
• An enhanced Customer delight score, NPS and Escalation Matrix
• Alignment with the organizational objectives
• Faster Turn around time
• Enhanced empathy, credible and confident communication
• Better connect with customers