Call Center Senior Trainers – Focus Group

Date: 19 July 2021

I am a doctoral candidate under the direction of Professor Dr. Susan Miedzianowski in the College of Doctoral Studies at Grand Canyon University. My name is Michael D. “Dave” Salisbury. I am conducting a research study to explore the trainer’s specific influence on employees’ development in an English-speaking call center based on a clear understanding of the trainer’s role.

You can participate if you can answer “Yes” to all of the following questions.

• • • Do you speak English?
    • Do you live and work in the United States?
    • Are you employed in an English-speaking call center?
    • Do you have an updated LinkedIn.com profile (for verification purposes only)?
    • Are you willing to answer demographic questions about your age, level of education, years of experience in the call center industry, years in your current call center, and your current job title?
    • Are you an adult over the age of 18?
    • Do you have a trainer/senior trainer title, or are you expected to train or supervise call center trainers in your current role?
    • Do you have more than six years in the call center industry?
    • Are you willing to be audio recorded using ZOOM online software?

If you answer “No,” to any of these questions, you cannot participate in the focus group. I will verify your eligibility via your LinkedIn.com Profile before the focus group meets.

The activities for this research project will include:

If you are eligible to be in this focus group, you will be asked to:

• • • What:
      • Meet with other similarly qualified professionals via Zoom, approximately 90 minutes, video and audio recorded.
      • Answer the demographic questions honestly.
      • Answer a series of questions regarding how a call center trainer has influenced you. As well as what you think a call center trainer does.
      • Review a job description of the call center trainer’s role.
      • Review data collected during interviews for completeness.
    • When: On the date and time discussed via email.
    • Where:com online meeting.
    • How: Using your home computer or Internet-capable device, connecting with Zoom.com.

Your participation in this study is voluntary.

An alias will protect all data in this study during the recording of the actual interview and in the documents by using an alpha-numeric code to tie your email address and hide any potential method to track your responses back to you.  All information reported in the dissertation will be in a collated format so individual data cannot be tracked to any single participant.

If you are interested in participating in this study, please contact:
M. Dave Salisbury
(435-219-5414)
msalisbury1@my.gcu.edu

Thank you!