Quarterly Technical Support Training Effectiveness Review

Track and analyze the effectiveness of technical support training programs through completion rates, assessment scores, and post-training performance metrics to ensure optimal support quality for auto parts and service retailers.

Report Objective

Evaluate the effectiveness of technical support training programs by analyzing completion rates, knowledge retention, and post-training performance metrics. This quarterly assessment helps identify areas for improvement in training delivery and content while ensuring technical support quality maintains high standards for auto parts and service retailers.

Training Completion and Assessment Performance

Line chart showing quarterly training completion rates and assessment scores

Questions to Consider:

00:00quarter_date87%88%89%90%training_completion_ratetraining_completion_rateHow are Training Completion Rates Trending?Training completion rates show quarterly variations with recent upward trend

  • What factors are driving changes in completion rates?

  • Are there specific quarters with notable performance changes?

  • How do completion rates align with department goals?

  • How strong is the correlation between assessment scores and resolution rates?

  • Are there outliers that require investigation?

  • What score threshold indicates optimal performance?

7980818283avg_assessment_score74%75%76%77%first_call_resolution_rateAssessment Scores vs First Call ResolutionDirect correlation observed between assessment performance and support quality

Module-Specific Performance Analysis

Bar chart comparing completion rates and time investment across different training modules

Questions to Consider:

DiagnosticsParts CatalogService ProceduresTechnical UpdatesVehicle Systemsmodule_type0%500%1000%1500%sum(completion_rate)DiagnosticsParts CatalogService ProceduresTechnical UpdatesVehicle SystemsTraining Module Completion AnalysisVarying completion rates across different module types

  • Which modules have the highest and lowest completion rates?

  • Is module complexity affecting completion rates?

  • Are there modules requiring content revision?

Post-Training Support Performance

Table showing key performance metrics by experience level

Questions to Consider:

  • How does experience level impact performance metrics?

  • What training adjustments could help reduce performance gaps?

  • Are satisfaction scores meeting targets across all levels?

experience_levelavg_resolution_timecustomer_satisfaction
Entry Level194.7
Junior244.4
Intermediate324.2
Senior324.8
Entry Level434.3
Junior354.0
Intermediate343.9
Senior294.1
Entry Level234.4
Junior154.4