"I conduct a lot of training at the contact center. Recruitment training, competence training and continuous training, etc. In my lessons, we use the ‘Training and Trainer Evaluation Forms’ that are sent to us to distribute to the trainees by the Human Resources Department to measure the success and quality of the training in accordance with specific criteria:

• Evaluation of the trainer in terms of presentation
• Evaluation of the trainer in terms of knowledge
• The level in which the trainer enables communication and motivation
• In general, the level of the trainer meeting requests and expectations is graded over 5 scale system. I was chosen the "Best Trainer" in August by receiving 5 out of 5 in these forms that were filed in by trainees in the recruitment training classes.

I can measure the success of the recruitment training with the interim examination made a day after the discussion of a certain topic consisting of these topics and of course, the final simulation examination we do at the end of training. At the end of these examinations I also organize remediation training about the subject matters where the most mistakes have been made.

As for assessing the continuous training group, I can measure their abilities by looking at the results of the examinations each month consisting of questions made in accordance with all the subject areas I have taught. I can question the training I have given with the results of these monthly examinations. This is because the reports we put together after the examinations have taken place show this in a tangible way.

The random simulation tests made on the subject areas I have taught in training throughout the month also help me measure the success of my training program. In the random tests I ask questions about the subjects taught in training as if I were a customer. The answers received enable me to measure the success of the training program I have prepared in a tangible way.

Apart from this there is the system for determining inappropriate service which is a system for measuring the tangible success of the training we give by showing how many mistakes the inbound and outbound teams make. We can measure the success of the given training when fewer mistakes are made in the subjects taught by the prepared training program. Again in that month I arrange a new training program in the subject areas where most mistakes have been made, to increase the success of my training according to the criteria of no mistakes."

"It is difficult to measure accurately, however we tend to measure by personal confidence, regular 'checkups' and at the beginning of their career at 20-20, we provide quick tests on the software as well as internal processes."

"Effectiveness can be harder to measure when it comes to the soft skills because there are many factors that can contribute, such as motivation and previous experience. As for information related to processes such as navigating intranet systems, I find that an assessment can be used as a reliable source to measure training effectiveness as well as retention."

"Through the agent's performance. This can be done by conducting a skills gap analysis, creating a development plan, executing the plan and measuring improvements of the agent and communicating to the line managers."

"Our effectiveness is measured through monitoring scores, CSR feedback, CSR metrics (ACD, speed of answer, calls per hour), number of complaints (lower equals great training of course!), and overall evaluation scores."

"Constant review and quality checks on work completed gives a good indication of success. Identify weak areas first and then target, complete training and continue to monitor."

"As I design new programs and redesign existing ones, level 1 and 2 assessments are included in everything that I generate. We plan to follow-through with level 3 assessments by looking at the nature of support calls and how they are handled (evidence of behavior change), but do not have any immediate plans to try level 4 evaluations. I do identify the business gaps and indicators affected when performing my needs analysis before designing any training, but currently do not have the resources to perform the level 4 evaluations. We may "cherry-pick" a few programs in 2010 to try this."

"We conduct pre training & post training assessments for the trainees and measure improvement"

"One way I measure it is the growing difficulty of questions coming to the Help Desk - in other words, the people are learning the basics, and growing in their knowledge, and want to know more."

"By striking a balance between quantity and quality. There is a quality evaluation software with certain parameters on which trainings are conducted."

"The effectiveness of training can be measured by quality of the output delivered by the trainees during accreditations and live simulation exercises. Also, by checking the extent of knowledge retention in a more real time scenario based exercises. Periodic feedback from trainees to the trainers, which help them structure the trainer's style of teaching."