Impact of Training and Development on Employee Performance of the Call Agents in the Private IT Service Provider Company in Sri Lanka

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.