Relationship Between Training Needs Assessment and Employee Performance Among the Customer Care Agents at Airtel Limited Call Center

Abstract

This study aimed at investigating training needs assessment on employee performance among the customer care agents at Airtel Limited call center. The study employed a quantitative research design and collected data from 200 employees using structured questionnaires. 155 questionnaires were returned and 45 were not returned. The study employed both descriptive and inferential statistics to analyze the data. Descriptive statistics summarized the distribution of scores using measures of central tendency, variability, and distribution. Data collected from participants was coded correctly and analyzed with the Statistical Package for the Social Sciences (SPSS). Pearson correlation and Regression analysis were used to examine the relationship between the independent and dependent variables. Pearson correlation analysis indicated that training needs assessment had a correlation of ) with employee performance, suggesting a strong and significant relationship. In the regression analysis, Training Needs was a significant predictor of Employee Performance, with a standardized coefficient (Beta) of and a p-value of . The study found that conducting a thorough training needs assessment has a positive effect on employee performance. Organizations that properly assess the training needs of their employees are able to provide targeted, relevant training that leads to better job satisfaction, commitment, and performance. It is recommended that Airtel Kenya should continue to invest in comprehensive training needs assessments to ensure that training programs are tailored to address the specific skills gaps and development needs of employees.