The Role of a Call Center Trainer: A Qualitative Descriptive Study

Bobblehead DollI want to express my deepest gratitude to Call Centre Helper Magazine for the opportunity to advertise for my dissertation research.  I once asked a call center leader what a trainer does; their answer still makes me chuckle.

A trainer trains!

Kind of obvious, right.  Now, what does a trainer train?  How does a trainer train?  How does a business leader know the trainer has been successful in training?  What is the purpose of training?  What does training do for those trained?  These questions and the business leaders’ comment have inspired my professional and academic footsteps for several years now.Call Center 2

In early July 2021, I finally received permission to begin human testing for my dissertation.  I have posted several advertisements on social media for call center workers, trainers, and senior leaders to entice 17 people willing to answer some questions about training in call centers, a call center trainer, and what precisely a call center trainer does.  The following is a brief description of the aims and intents of my research to increase interest and hopefully glean the needed participants to finish my study.

Consider for a moment a teacher who has influenced you professionally or personally, and why did they make such an impact?  Could a different person have made the same impact?  Why?

The above questions are the crux of my research; to date, the role of the instructor has not been considered a variable in corporate training.  As an adult educator, I find this gap very alarming.  In academia, the teacher’s role has been extensively studied, and opinions abound regarding the role of the teacher.  Yet, in a professional setting, no researcher has addressed this gap to date.  With the push to move all training to computer-based solutions in autonomous environments, if the trainer does not teach corporate knowledge and behaviors, who does?

Call Center BeansIn researching the history of professional training, the model employed has not changed since a master taught journeyman who led novice instruction.  Yet, with technology, global populations, cultures, language, and globe-spanning organizations, the role of the trainer seems to continue to take a back seat.  Yet, if a corporate trainer profoundly influenced you professionally, would you not want that experience for another person?

Due to the restrictions on human testing in research, I cannot change the dry legalese of the advertisements.  I know they are long, tedious, and challenging to get through.  However, if you are interested, please get in touch with me directly using:

Msalisbury1@my.gcu.edu

Please note, to participate, you will need the following:

      • Work in an English Speaking Call Center with a home base in the United States.
      • Have a LinkedIn account (This is for verification of professional qualifications only).
      • Speak English like a native.
      • Be willing to answer demographic questions, including time in the current role, education, and so forth.
      • Be willing to elaborate upon your answers. I will ask you some questions about your experiences; please provide details, depth, and descriptions as your answer.

Knowledge Check!Important to note, your name and business will never be mentioned in my dissertation!  I am not collecting any personal data beyond education and years of experience.  Any direct quotes employed will carry no connecting data, and no one will see your details.

Thank you for considering joining me in my dissertation research.  I look forward to publishing this research and discussing the findings with you in later articles.

© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

 

Call Center Senior Trainers – Focus Group

Date: 19 July 2021

Andragogy - The PuzzleI 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!

Calling for Call Center Employees and Junior Call Center Trainers

Date: 19 July 2021

Call Center Agent - MaleI 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.

I am recruiting individuals that meet these criteria:

      • 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 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?
      • Are you willing to be audio-recorded using ZOOM online software?

You cannot be in this study if you answer “No,” to any of these questions; you cannot participate in the interviews. I will verify your eligibility before setting up the interview.

The activities for this research project will include:

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

      • What:
        • You agree to answer the demographic questions honestly.
        • Be interviewed, via Zoom, for approximately 60 minutes, audio-recorded, or if comfortable, video recorded, your choice.
        • 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 generic job description and comment upon what is contained and whether you would add or subtract anything.
      • When: On a convenient 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 using an alpha-numeric code to hide 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!