Discussion Activity
Customer Service
The Business Need:
The business felt the need to reduce the length of new hire training, while ensuring agents retained the depth of knowledge that allowed the company to provide the level of customer service they were known for.Â
Challenge:
In order to reduce the length of training, many topics were reduced to a list of guidelines. In list form, retention and engagement were easily lost and depended more greatly on the individual facilitator, which led to a lack of consistency from new agents on the floor. Â
Approach
I conducted interviews with management and a sampling of the facilitators most familiar with the content to identify the biggest pain points and priorities from both groups.Â
I determined that increased engagement would provide enough reinforcement of the content to improve retention and align with the facilitator's request for more activities.Â
Identified a Subject Matter Expert on the operations team to request assets that represent a practical application of the content I was asked to update.
The Solution
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By blending assets from the production site, sandbox, and custom created assets the learner gets the seamless experience of swapping a device. This approach has the added benefit of adhering to the strictest PCI compliance standards without sacrificing quality of training.Â
As a bonus, the simulation provides added flexibility for the learner; they can see happy path and red path versions of each step or use the menu to navigate to the exact section they need.Â
To ensure a consistent experience, there are guardrails built into the simulation to guide they learner if they fail to complete a step correctly.
Results
15% reduction in time spent covering device swaps in new training.
Increased confidence in the device swap process as reported by new hires after initial training.
23% decrease in IT tickets and escalations related to errors made keying in a device swap.
Simulation used as an aid during new hire training and as a reinforcement self-paced e-learning course by learners who wanted a refresher on the topic.Â
