CRS Upskilling .pptx

PART 4

By Paola Pedroche

Contant Centre Upskill

PART 2

PART 3

PART 1

Section 4 - HOW

Section 3 - WHAT

Section 2 - WHY

Section 1 - WHO

PART 1

Becky, Jai, Anna and Carlos have different characteristics based on my own experience as a facilitator in a big corporation.

Section 1 - WHO

PART 1

User Personas

Becky

Anna

Carlos

Jai

The learners have diffferent cara

Commentary

Section 2 - WHY

In this scenario the learning needs and goals are based on objectives given by the company to help improve the customer experience and teach learners new systems and processes.

PART 1

Knowledge, Behaviour and Skills

KPIs

The Company is a share registry whose clients are the companies that are listed in the London Stock Exchange. The customer is the ultimate shareholder. In the Contact Centre, the Customer Service Representatives (CRSs) answer queries for these shareholders and people related to and authorised by them. Analysing these calls, the business has identified the KPI’s that are affected. The contact centre staff will start using a new system called ClientOne. Also, there have been updates in two processes: Data Protection and Complaints. To reflect all changes, the Quality & Assurance (Q&A) guidelines have also been updated including a more robust monitoring of Soft SKills. Click the + sign to find out the current estate before training:

Business Needs

Learning Outcomes

Knowledge, Behaviour and Skills

Here is an outline of the desired changes in Knowledge, Behaviours and Skills expected from the CRSs. There is a Learning Outcome for every desired change. For two weeks after training, the staff will have 2 calls a day monitored instead of 1, and for the first week after training they will have a coaching session a day so that they can ask questions and get clarify and support.

Learning Gap

SMART BLOOM’S TAXONOMY

Commentary

This section will map out the content of the training course, this is also referred to as a content map. This is a macro-overview of the training curriculum and content.

Section 3 - WHAT

PART 1

Putting It All Together (PIAT)

Controlling the call

Quality & Assurance Guidelines

Complaints Procedure

Data Proteciton Procedure

Introduction to ClientOne

Programme Modules

Call Listening & Discussion

Putting It All Together

Topic 4

Difficult Calls

Topic 3

Customer Experience

Topic 2

Benefits of Call Control

Topic 1

Controlling the Call

Module 5

Call listening & Scoring

Putting It All Together

Topic 3

Process Review

Topic 2

Introduction

Topic 1

Q&A Guidelines

Module 4

Q&A & Discussion

Putting It All Together

Topic 3

Process Review

Topic 2

Introduction

Topic 1

complaint Procedure

Module 3

Call Listening & Discussion

Simulation

Putting It All Together

Topic 3

Process Review

Topic 2

Introduction

Topic 1

Data Protection Procedure

Module 2

Contest

Putting It All Together

Topic 3

Task & Processes in ClientOne

Topic 2

How to Navigate ClientOne

Topic 1

Introduction to ClienOne

Module 1

Modular framework

The six learning Objectives are covered in the 5 Modules. The 6th outcome 'Demonstrate understanding of all topics through activities and practice, in order to handle various customer service scenarios effectively' is embeded in every module as the Putting It All Together (PIAT) topic. PIAT is in place to allow learners to apply new concepts and to practice as much as possible in a safe training environment.

Topics are based in learning materials and content but also in operating procedures the CRSs need to comply with, these are resources are not owned by the training team however all learning outcomes are based on them.

When carrying out a presentation, two objectives must be pursued: conveying information and avoiding yawns. For this, it can be a good practice to create a scheme and use words that are etched into the brain of your audience.

Commentary

This section will map out the approach to delivering the training course in terms of the formats used and the learner experience.

Section 4 - HOW

PART 1

Training will take place in a virtual classroom environment.The whole programme can be delivered in one week and in part -time hours.Employees will have extra support from the contact centre staff during one week after the triaining.

Assesment and Feedback

Content

Activity

Online Facilitation

Asynchronous

Synchronous

business needs

Blended lEarning

Mode of Delivery & Building Blocks

Controlling the call

Quality & Assurance Guidelines

Complaints Procedure

Data Proteciton Procedure

Introduction to ClientOne

Building Blocks & Formats

20 Min

Module 3 - Topic 3

40 Min

Module 3 - Topic 2

2H

Module 2 - Topic 3

Training Timeline

10 MIN

Training Survey

40 MIN

Knowlegde Test

30 MIN

Study Time

1H

Module 5 - Topic 4 PIAT

45 min

Module 5 - Topic 3

1H 40 MIN

Module 5 - Topic 2

15 min

Module 5 - Topic 1

1H 15 min

Module 4 - Topic 3 PIAT

DAY 3

DAY 5

DAY 4

1H

Module 4 - Topic 2

15 min

Module 4 - Topic 1

1H

DAY 2

Module 3 - Topic 1 Call listening activity

10 min

Module 3 - Topic 1 Intro

25 min

Module 2 - Rest of Topic 2

10 min

Module 2 - T2 Process review: read policy

15 min

Module 2 - Topic 1 Intro

3h 20 min

Module 1 - Complete

DAY 1

Welcome and Headcount

IndirectEffect

IndirectEffect

DirectEffect

DirectCause

IndirectEffect

DirectEffect

DirectCause

Indirect Cause

Indirect Cause

Indirect Cause

Indirect Cause

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Learning Blocks

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SUBTITLE

The important thing is for everything to be suitable for the topic.

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Learning Pathway

Becky is a hardworking young lady that is ready to get back to work now that her child is 3 and nursery fees are affordable. She has worked for this company before, also as a CRS but in a different department, and was very good at her job. She has got a very positive attitude, is professional and is very customer driven. Kate feels that she will need some extra help getting back on track with work.

• Flexibility

• Financial aid

• Back on track

Motivations:

Working Pattern

• Works 2 days from home and 3 days in the office

Barriers to Learning

• It has been a long time since she had a job and needs time to re-adjust.
• She doesn't sleep very much and has a demanding domestic life.

Needs

• Becky like interactive training but also a guide she can read and takes notes.
• She needs the business support to get back on track with work.
• Works from home 3 days a week

Perception of Digital learning

• Comfortable with technology
• She is familiar with some of the systems used for the role.
• Kate enjoys social learning and fears that digital learning will be very individualistic.

Becky Hunt Age: 29 years old Education: College degree

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Perception of Digital learning

• Carlos has gone through corporate training before, he most benefits most from videos and simulations. He likes to have other resources to expand on the content.

Working Pattern

• Carlos works full time and goes to the office every day.

Barriers to Learning

• English is not his first language.

Needs

• Carlos will need to clarify concepts due to the language barrier.
• Check other references and find different wording.

Carlos Perez Age: 32 years old Education: Bachelors degree in communication

• Remote working

• Development

• Financial aid

Motivations:

Carlos has just moved to the city with his partner but he has lived in the country for over 5 years. He has worked before for a similar corporation and has aspirations of becoming a team leader and eventually a manager. He is originally from Spain and even though his English is really good he feels he needs to work harder due to the language barrier.

Anna has worked in the family farm business since she married her husband when she was 20 years old. She has always combined family life and work life, therefore is very good at prioritising and multitasking. Her job has always been a combination of working in the field and client relations. She has a back pain and can’t do physical work anymore. She wants a part time until she retires because is more manageable.

Perception of Digital learning

• Anna prefers to have an instructor, she needs to take her when reading and to ask a lot of questions.
• Simulation is a good way for her to learn as will fulfil expectations.
• She enjoys social learning.

Working Pattern

• Anna works part time and fully remote. She will carry on helping the family business.

Barriers to Learning

• Lack of experience with technology
• She has never worked for an employer.
• She had had training regarding her business before but haven't studied in over 10 years and feels a bit rusty.

Needs

• Extra support with technology
• Works remotely full time, as she leaves in the country side is difficult to commute to the city.
• Frequent brakes to ease back pain

• Remote working

• New Skills

• Pension

Motivations:

Anna Pring Age: 56 years old Occupation : Farm Owner

1. New Technology: Staff is not able to operate the ClientOne platform.
2. Data Protection Compliance: There has been a significant increase in data protection breaches, primarily due to staff not adhering to established procedures. A new procedure has been created to comply with regulation and ClientOne features.
3. Complaint Management: The number of customer complaints has risen over the past year. Notably, 25% of these complaints stem from insufficient investigation into the root causes.
4. Service Level Agreement (SLA) Performance: The time taken to resolve customer queries has increased compared to last year, suggesting a decline in SLA performance.
5. New Q&A Guidelines implementation: There is a general lack of familiarity of the Q&A framework, new Q&A guidelines have been introduced and there will be more call monitoring followed by feedback and coaching sessions with CRSs. The changes also were needed to reflect ClientOne features.
6. The staff can benefit from Soft Skills training to help them control the calls related to all the above and improve KPI scores.

Jai has been doing the job for 6 months, it is his first office job since he finished his university studies. He has worked before as a waiter an in the post office so he has some experience in customer service. He thinks this is a great opportunity to kickstart his career. He shares an apartment with 3 other people and want to work from the office everyday where he hopes to get to meet people.

This is Jai’s first office job since he finished his university studies. He has worked before as a waiter an in the post office so he has some experience in customer service. He thinks this is a great opportunity to kickstart his career. He shares an apartment with 3 other people and want to work from the office everyday where he hopes to get to meet people.

This is Jai’s first office job since he finished his university studies. He has worked before as a waiter an in the post office so he has some experience in customer service. He thinks this is a great opportunity to kickstart his career. He shares an apartment with 3 other people and want to work from the office everyday where he hopes to get to meet people.

This is Jai’s first office job since he finished his university studies. He has worked before as a waiter an in the post office so he has some experience in customer service. He thinks this is a great opportunity to kickstart his career. He shares an apartment with 3 other people and want to work from the office everyday where he hopes to get to meet people.

Working Pattern

• Jai work from the office everyday as he shares his flat with other 3 people and that can be quite disturbing.

Barriers to Learning

• He is used to self-paced learning and will have to adapt to the pace of others for social learning activities

Needs

• He hasn't got a lot of experience is problem solving and soft skills.

Perception of Digital learning

• Jai is very good with computers
• He studied during COVID and has used digital learning platforms before platforms
• He prefers e-learning courses that are self-paced

• Socialbility

• Financial aid

• Kickstart career

Motivations:

Jai DonovanAge: 23 years olEducation: Bachelor’s Degree in History

Barriers to Learning

• It has been a long time since she had a job and needs time to re-adjust.
• She doesn't sleep very much and has a demanding domestic life.

Perception of Digital learning

• Comfortable with technology
• She is familiar with some of the systems used for the role.
• Kate enjoys social learning and fears that digital learning will be very individualistic.

There are currently a total of 40 individuals employed in the contact center who require training. Some of these employees work full-time while others work part-time; therefore, the training sessions cannot exceed four hours in duration. The business cannot train all staff simultaneously, as they are needed to handle customer phone calls. Consequently, the training program must be conducted over the course of one week, accommodating up to 10 participants per week.

Business Needs

Down with boring content in your presentation: make it entertaining

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All e-learning content available in the company's Learning Management System (LMS) is designed to be self-paced and asynchronous, while adhering to a scheduled time limit for all modules. After the training, all content can be revisited. These include instructional videos, individual digital activities, company policies, and knowledge tests.

Digital Asynchronous

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When carrying out a presentation, two objectives must be pursued: conveying information and avoiding yawns. To achieve this, it may be a good practice to create an outline and use words that will be etched into your audience's brains.

The step-by-step interactive visual communication:

• Plan the structure of your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow through the content.
• Measure the results.

A great presentation...

• Improve communication on any topic.
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• Has a color appropriate to its theme.
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Contextualize your topic

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Demonstrate understanding of all topics through activities and practice, in order to handle various customer service scenarios effectively.

Apply soft skills techniques to control the call and improve customer experience.

Comply with the updated Q&A guidelines to deliver excellent customer service.

Implement the new steps of the Complaints Procedure to promote the resolution of complaints during the initial call.

Successfully complete Data Protection Process on every call and report any Data Protection Breaches within the appropriate time frame.

By practicing in the test system, learners will be capable of Operating ClientOne platform to effectively respond to queries

Write a great headline

Use this space to briefly describe your chart and its evolution.

Here you can put an important title

Write an awesome text by clicking on Text in the left sidebar. Note: The fonts, size, and color should be appropriate for the topic at hand.

Animate your content and take it up a notch.

Yep, you read that right. Interactivity and animation can turn even the most boring content into something super fun.

A great title

Our brain is wired, from a biological standpoint, to process visual content. Almost 50% of our brain is involved in processing visual stimuli.

Digital Asynchronous

Digital Synchronous

Blended

Blended Learning

Training will be conducted virtually to accommodate both in-office and remote learners. Staff will receive the necessary technology to participate in the virtual classroom. The facilitator will perform various roles, including presenting content, guiding learners through e-learning modules, and moderating social and collaborative activities, as well as supporting individual learner activities. The Facilitator serves as the primary point of contact between the contact center managers, and the learners.

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Use this space to briefly describe your chart and its evolution.

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1. New Technology: All staff are proficient in using the new system, leading to increased productivity and fewer errors
2. Data Protection Compliance: Staff consistently follow the new procedures, resulting in a significant reduction in data protection breaches and full compliance with regulations and ClientOne features.
3. Complaint Management: Reduction in the number of complaints and improved customer satisfaction
4. Service Level Agreement (SLA) Performance: Customer queries are resolved within the agreed SLA times, reflecting improved efficiency and customer service
5. New Q&A Guidelines implementation: Familiarize staff with the new Q&A guidelines through regular call monitoring, feedback, and coaching sessions, ensuring better adherence and performance.
6. Staff have enhanced soft skills, leading to more effective communication, better handling of calls, and improved KPI scores.

The step-by-step interactive visual communication:

• Plan the structure of your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow through the content.
• Measure the results.

Here you can put an important title

Contextualize your topic

Yep, you read that right. Interactivity and animation can turn even the most boring content into something super fun. In Genially, we use AI (Awesome interactivity) in all our designs so that you can level up with interactivity and turn your content into something that engages and provides value.

Takes 20% longer to resolve queries

Average call Q&A score - 20%

40 more formal complaints

+20% more breaches

Contact Centre Stats

Encompasses all activities conducted within the virtual classroom software, Microsoft Teams. It includes the facilitator's presentations and other tools available in Microsft Teams like polls and whiteboard, as well as all social and collaborative engagements.

Digital Synchronous

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A great title

Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

Interactive visual communication step by step:

• Plan the structure of your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow through the content.
• Measure the results.

Content

Activity

Online Facilitation

Assesment and Feedback

Content

Activity

Online Facilitation

Topic 1 intro

Topic 3 PIAT

TOPIC 2 Tasks & Processes

Activity

Online Facilitation

Topic 1 intro

Content

Activity

Online Facilitation

Activity

Online Facilitation

Topic 3 PIAT

TOPIC 2 New Data Protection Process

Assesment and Feedback

Activity

Online Facilitation

TOPIC 1 - Intro

Content

Activity

Online Facilitation

Topic 3 PIAT

TOPIC 2 - Process Review