Call Center Training Program Redesign

Business Challenge

We were asked to help this company reduce its current New Hire Call Center training cycle time, increase new hire employees’ speed-to-competency and decrease the cost of facilitation. The client needed to hire and train a large number of new call center employees over a nine-month period to handle call increases and customer wait times due to new product and service rollouts.

The existing program lacked the opportunity for system and conversational practice to hone skills in a safe environment, which increased the likelihood for costly mistakes in the live system. The layout and flow was not effective to overall learner engagement and assimilation of necessary knowledge and skills, which were needed to appropriately assist and serve the customer. And finally, 90 percent of the program was delivered by line of business and training instructors, making it clunky and costly to run the program on a monthly basis.

Results of the existing training program included:

  • Wide variances in training experiences due to lack of coaching support
  • New hires not able to complete customer requests within specified call times
  • New hires failing to provide world-class experiences during customer interaction
  • New hires not answering customer requests with 100 percent accuracy

Business Goal

  • Reduce training program by two weeks
  • Decrease facilitation from 90 percent to 50 percent
  • Increase speed-to-competency so new hires could fully meet business quality and productivity standards 30 days after completing the training program.

Training Goal

Provide new hire associates with the knowledge needed to meet requirements for first call resolution and handle times while listening for, and acting on, opportunities to sell additional services and products.

Recommended Training Approach

Based on our examination of the original training program, evaluation of both job and task analysis, and review of the environmental factors impacting the ability for new hire associates to achieve desired operational results, ttcInnovations recommended the following training approach:

  • Create web-based components to train new hires how to process requests and inquires.
  • Create scenario-based system simulations to allow for hands-on and conversational practice in a safe environment.
  • Reformat and redirect the flow of the original training curriculum to reduce need for classroom training.
  • Determine nice-to-know versus need-to-know content in original training. Omit nice-to-know content from new hire training, but offer nice-to-know components as part of performance support available during on-the-job training and when completing customer requests.
  • Incorporate world-class customer service into the training by adding real-life scenarios and hands-on practice for all tasks and conversations.

Increase in customer satisfaction scores for new hires in their first 30 days.