Challenge --
CSR Training
A financial institution with an extensive credit card portfolio wanted to streamline and make consistent the training program for its credit card customer service reps. Previously, facilitators would show various videos and power-point type slides along with collateral material to the new hires in a week-long program. Follow-up training was handled in the same manner. The process made it difficult for facilitators to access materials easily. In addition, it was hard to switch facilitators because much of the information was in the lead facilitator's head.
Solution --
Dynamic Presentation with Consistent Content:
After interviewing all facilitators, Nareka created a uniform program by combining video, audio, and other media once used by them. The program included opening animations, messages from company executives, testimonials from employees, and a TV-style game show to teach terms and procedures. A facilitator could access any of the materials in a non-linear fashion at any time during the presentation. This enabled them to dynamically change or alter the program as warranted by student needs. By creating a uniform program, the training content and delivery remained consistent regardless of which facilitator was leading the group.
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