Challenge

A worldwide humanitarian organisation providing emergency assistance, disaster relief, and educational courses in the United States strives to provide quality support services to people in crisis. To maintain this level of support, it continually updates employee job aids and tools to equip contact center associates with the most up-to-date information. This has traditionally involved associates leaving their post to attend instructor-led training (ILT) for sessions of up to an hour at a time.

This model of training wasn’t sustainable with only three trainers to cover a contact center of more than 300 associates. The training took time away from responding to calls, ranging from general inquiries to questions about disaster relief. TTEC was asked to create a more engaging training program that reduced associate downtime and ensured that training was effective and consistent for all learners.

Solution

We used the client’s text knowledgebase to develop a series of cloud-based video training modules that associates could access at their work stations. We updated job aids and tools, and built customised video learning sessions that focused on specific changes to processes or pricing that consumers may have questions about for programs including aquatics, CPR certification, and lifeguarding, for example.

The videos were designed to simulate the real environment as closely as possible. By using screen captures of actual systems that associates work with, we showed how the changes would work in the real world and what they could expect when they returned to their support activities.

Development of each video took less than a day, which was significantly quicker than building the equivalent ILT session. And unlike ILT session that were at a set time, associates had the freedom to decide when to view the videos within a certain timeframe.

Results

The videos significantly reduced associate downtime from 30 to 60 minutes to an average of six minutes per lesson. This represented a gain of 90 minutes per associate per day to support more callers. And the client was particularly pleased that this method of training delivery also ensured associates received consistent messages and removed any differences in delivery between individual trainers. Associate assessments based on the video training scored three points higher than instructor-led session assessments. The client also noticed that associates re-watched the videos, whereas they would not get retrained by an instructor.

As a result, associates are now better informed and spend more time focusing on helping people in need by responding to more calls and providing quality care.