Abstract
D.Litt. et Phil.
This study was conducted within the context of a Cellular Company within various Contact Centres. The study was based on Rothman's Development Research Model.
The aim of the study was to analyse, design, develop, implement and evaluate a Development Training Program for Contact Centre Agents. In the first phase, an analysis was conducted to identify the potential development skills and areas among the agents in the Contact Centres. The second phase, was to research literature towards a workshop and manual for the development program. In the third phase, the focus was on developing the workbook and workshops to address the issues identified in the first phase with the literature in the second phase. A pilot study was also conducted in this phase and the feedback via feedback questionnaires was used to ensure that the study remained focused on the end users' needs. In the last phase, the focus was on full-scale implementation and evaluation of the training program via qualitative and quantitative research.