The World’s Most Simple Needs

Assessment

For More Information Contact:

Impact Learning Systems International P.O. Box 14110

San Luis Obispo, CA 93406

Toll Free: 800.545.9003 Voice: 805.781.3283 Fax: 805.545.9075

Email: info@impactlearning.com

www.impactlearning.com

© 2010 Impact Learning Systems International www.impactlearning.com 1

The World’s Most Simple Needs Assessment

A needs assessment is exactly what it sounds like—a process by which you determine what training your

employees need. Doing a needs assessment prior to making your plans for training can be helpful in a

number of ways. It can help you to:

Determine what skills and knowledge need to be covered in training.

Prioritize according to which needs are most urgent and which can be addressed down the road.

Recognize which areas represent strengths for your employees (so you’ll know what training

they don’t need).

Set a clear training objective.

Determine what needs cannot be met by training and should be addressed through other

means.

There are various versions of needs assessment and any number of ways to go about the process. If you

find that you’re put off by the time, energy, or expense of a formal, comprehensive needs assessment,

you might want to try the simple one we’ve outlined for you in this article. We’re not suggesting it will

give you results that are as thorough as a deeper, more comprehensive assessment, but this short and

simple activity can stand in if necessity demands. And it can yield plenty of valuable insights into the

needs of your team.

The World’s Most Simple Needs Assessment Step 1: Determine what employees should be doing. (For example: The Customer Service Agents

should be answering calls using the correct three-step greeting. Agents should be using

strategic questioning skills to determine the customer’s needs. . . . )

Step 2: Determine what employees are doing by gathering information. This information can be

obtained through:

Monitoring forms

Metrics

Interviews and focus groups

Questionnaires

Observations

Customer experience management (CEM) data

Step 3: Determine where gaps exist between what agents are currently doing and what they should

be doing. (For example: Agents are not empathizing with customers when they should be.

Agents are ending the call before mentioning the special promotion available to customers.)

© 2010 Impact Learning Systems International www.impactlearning.com 2

Step 4: Determine which of these gaps can be addressed through training. (For example: If customers

are upset about a price increase, this is a non-training issue. But if agents are having difficulty

dealing with customers who are upset about the price increase, this is a training issue.)

Step 5: Plan training that addresses the gaps.

And there you have it—a simple 5-step plan to help you determine what training you do—and do not—

need.

For More Information Learn more about Customer Service Training on our Customer Service Blog. Remember

to subscribe to it via RSS or email so you’ll remain informed.

Order a copy of our 296-page book, Managing & Motivating Contact Center Employees

for even more tips improving morale and motivation.

Stay up to date with our free monthly newsletter which brings you articles on current

call center topics and upcoming events.