Agent Training And Development: Empowering Agents For Success

Introduction

Agent Training and Development training equips financial institutions to create effective training programs, empowering agency banking agents with the knowledge and skills necessary for success. This course focuses on analyzing training needs, implementing comprehensive training modules covering product knowledge, customer service, and compliance, and understanding the impact of continuous learning on agent performance. Participants will learn to develop training materials, utilize training delivery methods, and understand the intricacies of using feedback mechanisms to improve training effectiveness. By mastering agent training and development, professionals can enhance their ability to build a competent and confident agent network, improve service delivery, and contribute to a more efficient and compliant agency banking ecosystem.

The increasing demand for knowledgeable and skilled agency banking agents necessitates a comprehensive understanding of training methodologies and development best practices. This course delves into the nuances of adult learning principles, compliance training, and performance evaluation, empowering participants to develop and implement tailored training programs. By integrating educational expertise with agency banking acumen, this program enables organizations to lead initiatives that maximize agent effectiveness and drive long-term operational success.

Target Audience:

• Training managers
• Agency banking managers
• Learning and development professionals
• Compliance officers
• HR managers
• Field officers
• Consultants
• Individuals interested in agent training
• Project managers
• Branch managers

Course Objectives:

• Understand the principles and importance of agent training and development in agency banking.
• Implement techniques for conducting training needs assessments and developing training modules.
• Understand the role of comprehensive product knowledge training in agent effectiveness.
• Implement techniques for developing and delivering customer service training programs.
• Understand the principles of compliance training and regulatory awareness.
• Implement techniques for utilizing various training delivery methods and tools.
• Understand the role of feedback mechanisms and performance evaluation in training improvement.
• Implement techniques for conducting training effectiveness assessments and impact evaluations.
• Understand the legal and ethical considerations related to agent training and development.
• Develop strategies for measuring and analyzing the effectiveness of agent training programs.

DURATION

5 Days

COURSE CONTENT

Module 1: Foundations of Agent Training and Development

• Principles and importance of agent training and development.
• Understanding the training landscape and its impact on agency banking.
• Benefits of effective agent training programs.
• Historical context and evolution of agent training.

Module 2: Training Needs Assessment and Module Development

• Techniques for conducting training needs assessments and developing training modules.
• Implementing training needs analysis and gap identification.
• Utilizing instructional design principles and methodologies.
• Managing training modules.

Module 3: Product Knowledge Training

• Role of comprehensive product knowledge training in agent effectiveness.
• Understanding agency banking products and services.
• Implementing product demonstrations and practical exercises.
• Managing product training.

Module 4: Customer Service Training

• Techniques for developing and delivering customer service training programs.
• Implementing customer interaction techniques and communication skills.
• Utilizing role-playing and scenario-based training.
• Managing customer service training.

Module 5: Compliance Training and Regulatory Awareness

• Principles of compliance training and regulatory awareness.
• Understanding AML/KYC requirements and compliance procedures.
• Implementing compliance training and certification programs.
• Managing compliance training.

Module 6: Training Delivery Methods and Tools

• Techniques for utilizing various training delivery methods and tools.
• Implementing classroom training, e-learning, and mobile learning.
• Utilizing training management systems and platforms.
• Managing training delivery.

Module 7: Feedback Mechanisms and Performance Evaluation

• Role of feedback mechanisms and performance evaluation in training improvement.
• Understanding feedback collection and analysis.
• Implementing performance evaluation and coaching.
• Managing feedback.

Module 8: Training Effectiveness, Ethics, and Measurement

• Techniques for conducting training effectiveness assessments and impact evaluations.
• Implementing ethical considerations in agent training.
• Utilizing performance metrics and reporting.
• Managing training measurement.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.