A Study on the Educational Training Evaluation Model - Focusing on Call Cent

Kim, Eun Hee; Park, Deuk

Journal of The Korea Society of Computer and Information

Abbr : JKSCI
2012, 17(10), pp.185-192
Publisher : The Korean Society Of Computer And Information
Research Area : Computer Science

Kim, Eun Hee ¹, Park, Deuk ²

¹광주여자대학교
²광주여자대학교

ABSTRACT

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity.On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels,reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.
KEYWORDS

Call Center, Educational Training, Education, Training, Evaluation Model
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