PROJECT OVERVIEW
Aim
The project focus will be to develop a training module on a high volume, problematic client that includes the ability to pre and post assess the customer service representative’s competencies. This aim will be to increase the productivity of the customer service representatives by 25% linking to the newly-formed business goal.
Target Audience
The target audience includes the customer service representatives that have been with the company for six months or more.
Delivery Options
Instruction will be an online learning module designed for development in using web 2.0 tools to minimize disruption to the productivity and service levels of the customer service center. Given that the company does not use a Learning Management System, the course will be housed within a web-based training.
Instructional Need
The problem identified by executive leadership is a productivity of the customer service representatives. The focus of this project is to develop a training module on a high volume, problematic client that includes the ability to pre and post assess the customer service representative’s competencies. This aim will to increase the productivity by 25% which connects to the newly-formed business goal.
Baseline data shows that the employees with the company for less than 6 months have a higher cumulative performance metric than the veteran employees that are with the company greater than 6 months indicating a discrepancy between performance between seasoned customer service representatives and the new hires within the company. The key discrepancy is with the quality metric that involves providing a sound customer-centric experience and following a technical structure. Further, the month-to-date service levels for the past six months show that the customer service center is failing to meet the expected service levels for the clients again indicating there is an issue with performance. This translates to customer service agents not answering the calls within the expected time frame either because they are taking too long on their current call or not taking calls for certain clients that they feel uncomfortable representing. The six newest employees, although showing strong potential, are not impacting service levels enough given the size of the customer service center. The weight falls on the larger target audience.
Lastly, focus group interviews show that the target audience has an expressed and felt need that they are at a disadvantage with the new changes in metrics. It is felt that the new hires were given specific training on the areas, but the rest of the team was not. Many feel seeing the expectations in a rubric on paper is not enough for them to implement the changes. Another need expressed was to know what the correct knowledge is as they get conflicting information from the leads that provide them guidance. They target audience is requesting some training to better understand all the clients they represent.
There is a training issue as the seasoned customer service representatives are lacking some skills that are demonstrated in the new hires in the company.
Baseline data shows that the employees with the company for less than 6 months have a higher cumulative performance metric than the veteran employees that are with the company greater than 6 months indicating a discrepancy between performance between seasoned customer service representatives and the new hires within the company. The key discrepancy is with the quality metric that involves providing a sound customer-centric experience and following a technical structure. Further, the month-to-date service levels for the past six months show that the customer service center is failing to meet the expected service levels for the clients again indicating there is an issue with performance. This translates to customer service agents not answering the calls within the expected time frame either because they are taking too long on their current call or not taking calls for certain clients that they feel uncomfortable representing. The six newest employees, although showing strong potential, are not impacting service levels enough given the size of the customer service center. The weight falls on the larger target audience.
Lastly, focus group interviews show that the target audience has an expressed and felt need that they are at a disadvantage with the new changes in metrics. It is felt that the new hires were given specific training on the areas, but the rest of the team was not. Many feel seeing the expectations in a rubric on paper is not enough for them to implement the changes. Another need expressed was to know what the correct knowledge is as they get conflicting information from the leads that provide them guidance. They target audience is requesting some training to better understand all the clients they represent.
There is a training issue as the seasoned customer service representatives are lacking some skills that are demonstrated in the new hires in the company.