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Develop 'Real World' training experiences for call centre staff.
The Case
Our client operates a large call centre that has ongoing training requirements for new staff as well as refresher courses for their existing staff. The current training program left attendees under-skilled for dealing with real customer’s requirements, and required hours of preparation for each class, including manually compiling lists of customer details for the trainees to work with.
The Challenge
To implement a solution that provided new and existing staff with a “real world” training experience to maximise learning and enable more training sessions, without adding significant workload to the training facilitators.
The Solution
After reviewing the client’s training preparation processes, BDT developed a solution to automate and improve the selection of a wide variety of suitable training scenarios. Starting with a separate copy of the production customer management database, we developed a series of extraction programs that allowed training materials to be generated using virtually every possible combination of customer details, services, products, payment history and other related information. These extracts could then be tailored to allow trainees to experience the full range of potential customer interactions.
New staff now have a much better idea what to expect and how to cope with almost any situation; from a simple enquiry to the most complicated product or service changes. The training facilitators obtain the information they need at the press of a button, saving hours of pre-work and enabling them to schedule and run more training sessions. All that is needed is an occasional refresh of the customer management database from a recent production version to provide more up to date information for the training materials generated.
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