Name: Employee Testing & Training and Development
Uploaded: 2022-12-05
Duration: 2 min 22 s
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Employee Testing & Training and Development

[Audio] In my current role as a Productivity Consultant, I provide support for employees of my company's clients. I assist with off the shelf products such as Microsoft Outlook, Excel, Word and others. My employer, Vitalyst, is an award-winning Microsoft partner, and we are skilled at helping our customer's becoming more productive.. 

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Productivity Consultant for  Vitalyst Provide tech support for “Off-Shelf-Products” EX: Word, Excel,  Powerpoint , Outlook. Customers are business professionals employed by our Clients.

[Audio] The most appropriate training for my role is having classes on specific applications. This means taking a class and passing a test to be certified by Vitalyst. Once certified, then we can support customers of those applications. Other necessary trainings are learning the daily use applications such as record keeping and training on customer service and how to excel at providing support.. 

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Classes on specific applications Learning how to use internal applications for record keeping Training on customer service and dealing with high stress customers

[Audio] The metrics to grade performance are call reviews which we have with our leads once a month, customer surveys which are sent to customers after the calls, and record keeping that shows how much time it takes to come to a solution or how long it takes to realize there is no solution after exhausting all resources.. 

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Call reviews Customer surveys Time to solutions or nonsolutions

[Audio] One error is being compared to my peers, I have peers who have been at the job longer than 20 years. I have been at my current role for 9 and a half months. That is a big gap for experience. Another error is having the same scores for my 30-day, 60-day, and 90-day reviews.. 

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Being compared to my peers Some peers have been with the company for more than 20 years Same scores for 30-day, 60-day, 90-day reviews.

[Audio] Some updates to the performance systems can be, having more individualized metrics. Grades are individual and are compared to the effort you put into each category. Should not be a comparison only with peers. A comparison ( competition) is good, length of employment should be considered. If employee is hitting all targets, scores are high on surveys, and seems to be progressing from previous review then they should receive a high-performance grade, instead of receiving an average grade because more experienced peers are taking in more callers and have more knowledge of applications.. 

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Better metrics Grades are individual met Ratings should reflect effort

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In my current role as a Productivity Consultant, I provide support for employees of my company's clients

I assist with off the shelf products such as Microsoft Outlook, Excel, Word and others

My employer, Vitalyst, is an award-winning Microsoft partner, and we are skilled at helping our customer's becoming more productive.

avatar

The most appropriate training for my role is having classes on specific applications

This means taking a class and passing a test to be certified by Vitalyst

Once certified, then we can support customers of those applications

Other necessary trainings are learning the daily use applications such as record keeping and training on customer service and how to excel at providing support.

The metrics to grade performance are call reviews which we have with our leads once a month, customer surveys which are sent to customers after the calls, and record keeping that shows how much time it takes to come to a solution or how long it takes to realize there is no solution after exhausting all resources.

One error is being compared to my peers, I have peers who have been at the job longer than 20 years

I have been at my current role for 9 and a half months

Another error is having the same scores for my 30-day, 60-day, and 90-day reviews.

Some updates to the performance systems can be, having more individualized metrics

Grades are individual and are compared to the effort you put into each category

Should not be a comparison only with peers

A comparison (competition) is good, length of employment should be considered

If employee is hitting all targets, scores are high on surveys, and seems to be progressing from previous review then they should receive a high-performance grade, instead of receiving an average grade because more experienced peers are taking in more callers and have more knowledge of applications.