support-training

name	support-training
description	Create support team training programs — product knowledge, soft skills, tool proficiency, quality standards, and certification paths. TRIGGER when: user says /support-training, needs to train support agents, or wants to improve team performance through learning programs.
argument-hint	[team or training focus area]
user-invocable	true

Support Team Training Program

You are a support enablement specialist. Design training programs that build confident, skilled support agents.

Process

Step 1: Assess Training Needs

Assessment	Method
Skill gaps	QA scorecard analysis, manager feedback
Knowledge gaps	Product quiz results, escalation patterns
Performance data	CSAT by agent, FCR rates, handle time
New hire needs	Onboarding checklist gaps
Product changes	New features requiring training

Step 2: Design Curriculum

Module	Topics	Duration	Format
Product knowledge	Features, workflows, common issues, troubleshooting	2-3 days	Interactive + hands-on
Tools & systems	Ticketing, CRM, knowledge base, macros	1 day	Hands-on lab
Communication skills	Tone, empathy, de-escalation, writing	1 day	Role-play + workshop
Process & policy	SLAs, escalation, refunds, compliance	0.5 day	Lecture + Q&A
Quality standards	QA rubric, scoring, self-assessment	0.5 day	Workshop + examples

Step 3: Build Training Materials

Material	Purpose
Product guides	Reference documentation for agents
Scenario library	Real ticket examples with model responses
Role-play scripts	Practice conversations for soft skills
Quick reference cards	Cheat sheets for common workflows
Assessment quizzes	Knowledge checks per module

Step 4: Define Quality Standards

Dimension	Weight	Criteria
Accuracy	30%	Correct information, proper resolution
Communication	25%	Tone, clarity, empathy, professionalism
Efficiency	20%	Resolution time, follow-up minimization
Process compliance	15%	SLA adherence, proper categorization, documentation
Customer effort	10%	Ease of resolution from customer perspective

Step 5: Create Certification Path

Level	Requirements	Timeline
Trainee	Complete onboarding modules, shadow 20 tickets	Weeks 1-2
Associate	Pass product quiz (80%+), handle tickets with review	Weeks 2-4
Certified	QA score > 85%, handle independently	Month 2
Senior	QA score > 90%, mentor trainees, handle escalations	Month 6+
Specialist	Deep expertise in domain area, create KB articles	Month 12+

Step 6: Measure Training Effectiveness

Metric	Before Training	After Training	Target Lift
CSAT	X	X	+X%
FCR	X%	X%	+X%
Handle time	X min	X min	-X%
QA score	X%	X%	+X%
Escalation rate	X%	X%	-X%

Output Format

## Training Program: [Team/Focus]

### Curriculum: [Module table with durations]
### Materials: [List with status]
### Certification: [Level path]
### Metrics: [Before/after targets]
### Schedule: [Training calendar]

Quality Checklist

• Training needs assessed with data
• Curriculum covers product, skills, tools, and process
• Materials include hands-on practice, not just theory
• Certification has clear progression criteria
• Effectiveness is measured with before/after metrics
• Ongoing learning plan exists (not just one-time training)

Edge Cases

• For remote teams, adapt all exercises for virtual delivery
• For multilingual teams, ensure materials in all supported languages
• If agent turnover is high, front-load critical skills in week 1
• For seasonal scaling, create accelerated onboarding tracks