Call Center Technical Training
Blended Learning
Problem
The problem is a nationally distributed financial services firm has new in-house software and employees need to be trained on the platform. The target audience for this project includes intermediate level employees who were previously in the call center, but will now be processing written requests as well. They need to perform high-volume account maintenance while keeping errors to under 10% of cases handled.
Solution
The solution is a blended course with hands-on practice in a training environment. There will be some eLearning simulations, as well as practice requests that will be routed to them in the training environment by an instructor. SMEs and managers from the business have identified the most common and the most tricky requests employees receive from clients, so those are the skills that the learning solution will target.
Tools Used
Training Environment
Adobe Captivate
Camtasia
Design & Development
This course already existed, but for a previous platform, so this was an opportunity for an audit and overhaul. The previous course was entirely instructor led with no video demos or asynchronous components. My analysis revealed inconsistencies between facilitators, as well as time wasted from repeating the same demonstrations or answering the same questions every session. In response to this, I designed a series of video demos and answer keys to be used throughout the course.
The new course design was 2 hours shorter than the previous training, in part because I identified areas in the curriculum that overlapped with content in other courses, as well as a few practice requests that were no longer needed that I could eliminate.
The technical training was developed using a combination of Storyline/Captivate for simulations, Camtasia for video demos, and for labs I routed work to the SCORE Training Environment using Appian, modeling the way learners receive work on the floor.
Evaluation
Quality data was collected during the initial 30 days after the training in the reinforcement period, as well as at 60 days. Learners performing under 88% accuracy at 30 days received direct coaching from their managers. At 60 days, learners with quality scores under 90% had their data analyzed, to look for patterns and trends. The most common error in the first cohort had nothing to do with the skills taught in the technical training, but was in fact…typos! In this case, a verbal reminder from leadership about the importance of precision sufficed.