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Februari 2002

Customer Interaction CentersPower to the agent

Marion van den Brink

Paul Westeneng

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Agenda workshop eLearning

• Voorstel rondje 10 min

• Introductie Call Centers en eLearning 20 min

• Werkgroeps opdrachten 30 min

• Terugkoppeling 20 min

• Vragen en afronding 10 min

• Totaal 90 min

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Trends rond Customer Interactie Centers

• 70% van de kosten in een Customer Interactie Center bestaat uit personeelskosten (business issue)

• De klant verwacht een snelle service, ongeacht het kanaal dat hij gebruikt (klant issue)– Alles in een gesprek (One stop call)

– Uniformiteit van dienstverlening

• Door centralisatie van de dienstverlening moet iedere agent over meer kennis beschikken (agent issue)

• Up to date houden van parate kennis moet behapbaar blijven (kosten, tijd, organisatie)

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Effectieve inzet van de agent

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Effectiviteitsverhoging van de te besteden tijd van de agent door:

• Snel inzetbare trainingen

• Benutten van ‘lege’ uurtjes

• Makkelijk overdraagbare leerstof

• Maatwerk (alleen relevante modules)

• Snelle verhoging van actuele kennis

leidt tot:

• Verhoging van de motivatie

• Efficientere afhandeling van de calls (productieverhoging)

• Verlaging van aantallen calls (niet meer terugbellen)

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Resultaat:

• Tevredener klant

• Tevredener agent

• Tevredener management

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Hoe is dit te bereiken???

•eLearning

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eLearning and Call Centers; some examples

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What is eLearning?

• A form of distributed learning. Learning can be delivered anytime, anywhere and with any technology.

• Learning is experienced through a technology interface. It is web-enabled, network-based or stand-alone.

• The management of learning is supported by technology (learning management, learning deployment, competency based).

• Some varieties are self-paced web-based training (WBT), multi-media simulation, asynchronous and synchronous collaboration, web exploration and blended learning.

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Characteristics of adult learners

• Have real-life experience

• Prefer problem centered learning

• Are continuous learners

• Have varied learning styles

• Have responsibilities beyond the training situation

• Expect learning to be meaningful

• Prefer to manage their own learning.

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Business motivation for eLearning

• Cost reduction– Travel cost, learning just-enough, teacher cost, class-rooms,

reuse of modules; but … initial development is more expensive.

• Quality of learning– Complex simulation, world-wide collaboration, adaptation to

personal learning style, accommodate different target groups, standardisation of content, ease of keeping content up-to-date.

• Time to market– Just-in-time delivery, location independent, faster learning.

Scaling up to large groups, learning just-enough.

• HR– Employee satisfaction, attraction and retention. Support in

career and competence development.

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Possible advantages using eLearning

• Better and more access to learning• Anytime and anyplace learning• Self-managed learning• Just-enough learning• A better view on learner’s progress (LMS)• Better transfer of learning and working experiences• Flexibility and actuality• Better competency development• Capability of scaling up, while maintaining instruction

quality

It all depends on factors like learning objectives and their stability, the learners community, its size, background, culture, language, knowledge, eLearning readiness of learners and the organization

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Learning Management System

Learning deployment

Web basedtraining

Traditionallearning

Web exploration

Collaboration

Performancesupport

Knowledgerepositories

Functional architecture of a corporate learning environment

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Time shifts in tutor tasks and activities

Course architect

Course navigator

Lecturer

Mentor

Testing/exams

Traditional On-line

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Summary: common pitfalls

• Efficiency goals are not met – because traditional courses and on-line courses exist in

parallel.

• Quality goals are not met – because the on-line project started from a traditional course,

instead of at the learning objectives.– because current teachers cannot adapt to new teaching

models

• Students get frustrated by– technological problems, – minimal and not timely instructor feedback,– ambiguous instructions on the web-site.

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Conclusion

• E-Learning can be a dazzling opportunity, but takes teamwork and commitment to implement….