Abstract

In today’s economic landscape, business trainers have a responsibility to deliver training that translates into individual performance improvement and a positive return on investment. The inherent purpose of this study is to explore the variables that impact individual performance in the “transfer system”. Interviews with customer service representatives and the support staff that work alongside them at a Montreal-based call center depict both anticipated and unanticipated reactions towards factors in the transfer system that impact individual and team performance. Results focus on learner perceptions, instructional quality, and peripheral influences, all of which provide the framework for an updated transfer process model.