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Just-in-Time
Training for Call Centers
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the design document
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Problem
Statement
Call center customer service representatives for TTA needed just-in-time
training for a change in the credit card refund process. TTA had switched
companies that handle the refunds, and the agents need to be made aware
of the changes in process and how to perform their job duties on the new
software system. The customer service representatives reside in two locations,
Pennsylvania and California, and work in shifts to cover a 24/7 time period.
The new systems and process is critical to the job functions of the customer
service representatives and the information needed be passed on to the
agents before the change was implemented.
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Situation
Analysis
Call centers are extremely launch focused and training invariably suffers.
At the current time all training was instructor-led and once call center
agents go out on the floor, they rarely have another opportunity for training.
It is next to impossible to support the 24/7 shifts and pull agents off
the floor for instructor-led training. Therefore, the need for a standard
method of product and system just-in-time training for agents on the call
center floor is needed.
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Rationale
Due to the geographically dispersed audience, the 24/7 work shifts and
the timeliness of the material, I chose a distance education solution.
My overall goal was to reduce the time, effort and stress of the instructional
designers and trainers to provide classroom up-training as well providing
the ability to train on the floor during normal shift hours. The agents
would receive training at their workstations and within the required timeframe.
Trainers would not have to fly across the country and hold class around
the clock.
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Results
Report
This project was proposed to TTA, but due to time and budget constraints
this project was not implemented. Many outside factors involved, the limited
computer skills of the targeted audience, the lack of technological resources,
the lack of overall support and the drive to launch on time and on budget,
made this project next to impossible. The need for just-in-time training
still exists and most of the time it is ignored in such a fast-paced environment.
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Evidence
of Value
This design document focused on the complete ADDIE model. There was
a real value for myself as a student and instructional designer to plan
all stages including an evaluation plan.
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Reflections
This design document was going to be the start of a master's project.
I was deeply involved with the training for this client, and felt that
they needed a solution other than their current plan of action. I like
this design document because I went all out on the design, allowing no
budget or time constraints to restrict the plan. Upon reflection, this
design document is a perfect world design, one that could not succeed
given the circumstances. I enjoyed creating a solution that would significantly
change how this particular client did business. However, the turnover
rate in call centers is extremely high, and most agents' computer skills
are not up-to-date and more training in that area would be needed to effectively
implement an online solution. This was one of the best learning experiences
in terms of the instructional design and real-life issues.
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Responsibilities
Met
Responsibility #2- Designs instruction or human performance strategy to
meet the needs of learners. The solution of online just-in-time training
was a strategy to meet the needs of geographically dispersed learners,
and time sensitive information, as well as accommodating for 24/7 work
shifts.
Responsibility #3-Uses
a variety of media to deliver instruction to students and to engage student
in learning. The online setting provides a variety in the training environments
that the target audience is used to.
Responsibility #4-Understands
how to capitalize on the capacities and abilities of each learner. This
training design was focused on an online delivery media to accommodate
for the special environmental and cultural aspects of learners in a call
center. The decision not to implement this exact design was based on additional
audience analysis relating to the poor computer skills and high attrition
rate in this call center.
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