EFFECTS OF TRAINING AND DEVELOPMENT ON STAFF PERFORMANCE IN THE TELECOMMUNICATION INDUSTRY: A CASE STUDY OF SAFARICOM CALL CENTRE, WESTLANDS

Abstract

The main objective for this study was to examine the effects of training and development on staff performance in the telecommunication industry, a case study of Safaricom Call Centre, Westland's. Specific Objectives included; to establish the effect of internal training, external training, training roles and training policies on staff Performance at Safaricom Call Centre, Westland's. The study was guided by the goal theory, constructivism theory of training and total quality management theory. Descriptive survey research design was used in this study. The 1892 employees of Safaricom's call center in Westland's were the main target population. To determine the sample size, stratified random sampling was utilized. Pilot Study was conducted in order to improve the questionnaire. The data was evaluated using descriptive statistics such as mean and standard deviation, and a straightforward linear regression analysis was used to determine a relationship between training and development and performance. The findings were shown using tables and charts. The study concluded that the Safaricom Call Centre’s training programs had a major beneficial influence on employee performance and general job satisfaction. Safaricom should regularly update its training materials to stay current with evolving customer needs and technological advancements, thereby enhancing the effectiveness of its internal training. Safaricom need to keep funding external training initiatives that prioritize professional development and work happiness. Safaricom has to clearly define roles and responsibilities for training in order to maximize the training's effect on employee performance. The researcher suggested that in the future, a comparison of training and its impact on productivity in the public and private sectors should be conducted.