Situation 📃

The company was transitioning to use a new system, and doing a 1-day training for all the employees in small groups, at the time, I was working as Group Manager, and my team consisted of people that just received the training, as time went by I started noticing that a lot of the agents, post-training, had the same questions and made similar mistakes in the new system.

Process 💭

One day I decided to create a PDF presentation with all the frequently asked questions and a PowerPoint presentation with all the frequent mistakes that the agents had. At first, I shared this information with my team every time someone new arrived, but then my coworkers asked me if I could share that with them, also, as time went by and the agents got more confident with the new system, they started using other parts of the system, that no one knew how to use, but as I was part of the testing team of that platform, I was able to share the answers to those questions. The word of my work went around and one day I was approached by my boss, who asked me if I could redesign the entire training process with the knowledge that I had.

The solution 👍🏼

During 2 weeks I created different tools for the new training program:

A new training calendar that included

Training material, which consists of:

Since this training was loaded with information and I had all the knowledge I was chosen to conduct the training sessions for the rest of the year.

Results

This training was used to transition over 200 employees to a new platform, and the results were:

Fewer questions after training, increasing the productivity of the leadership team and agents

Fewer mistakes after training, increasing the quality score of the organization and reducing the risk of a potential lawsuit

Increase the confidence of the agents

Increase the customer satisfaction

Want to talk? you can find me at:

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LinkedIn

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Calendly