Abstract:
IT service provider companies are a growing industry that runs a Call Agent as its main business that
gradually facing poor performance. This research study was focused on the impact of training and development
of call agents and it was found that the reason for lack of performance due to improper training and development
of the company. A mixed methodology was adopted and the questionnaires were shared among 60 call agents and
individual interviews were conducted and the information was collected from the existing information such as the
Target reports, performance reports, financial statements and the observation. Training needs analysis, training
objectives, training methods and training Evaluation were chosen as the independent variables against the
dependent variable, Employee Performance. Although correlation analysis indicated a positive relationship
between all four independent variables and the dependent variable, the regression analysis; indicated that Training
Need Analysis and Training Objective has no impact on Employee Performance of IT Service Provider Company.
