Helgeson EnterprSince 1972, Helgeson focuses on helping business of all sizes grow by showing the future of rebate processing and demonstrating that the future is available today. Helgeson specializes in promotion fulfillment, rebate processing, data entry, and energy service.ises
For 40 years, the company has had no formal training program; however, the rapid growth in the energy sector has caused the company to grow quickly. Customer service agents were quickly training on many clients in an inconsistent manner. Currently all the attention has been on new hires without giving support to the customer service agents that have been with the company through many pain points to ensure they have the necessary skills to be accurate and efficient in handling customer queries. A learning and assessment tool is needed for these agents on each of the current clients.
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.
The target audience includes the customer service representatives that have been with the company for six months or more.
Instruction will be an asynchronous online training to minimize disruption to the productivity and service levels of the customer service center, along with the incorporation of various web 2.0 tools to enhance social learning opportunities. Only those learners who cannot master the skills needed through this format will be invited to attend a face-to-face training.