{"id":321,"date":"2018-09-17T20:37:05","date_gmt":"2018-09-17T20:37:05","guid":{"rendered":"http:\/\/www.smartbuilder.com\/blog\/?p=321"},"modified":"2018-10-12T16:19:37","modified_gmt":"2018-10-12T16:19:37","slug":"real-world-elearning-challenge-improve-call-center-customer-satisfaction-3","status":"publish","type":"post","link":"https:\/\/www.smartbuilder.com\/blog\/real-world-elearning-challenge-improve-call-center-customer-satisfaction-3\/","title":{"rendered":"3-Real-world elearning challenge: Improve call center customer satisfaction"},"content":{"rendered":"

PART 3 of 4: What Do You Want Learners to DO?<\/h2>\n

Recap<\/strong>
\nHere\u2019s a quick recap of the first two parts of this \u2018Challenge\u2019 blog series:<\/p>\n

1. THE CHALLENGE:<\/strong> The company has received low grades from their clients for responsiveness to callers whose calls should be escalated. Call center reps aren\u2019t escalating calls to supervisors at the appropriate times. (Read the full first post<\/a>)<\/p>\n

2. THE BUSINESS GOAL WE CRAFTED:<\/strong> Increase satisfaction ratings from 67% in 2018 to 90% in 2019, by maintaining an escalation ratio of 40% of all calls (+\/- 2%), with at least 95% of escalated calls meeting escalation criteria. (Read the full second post<\/a>)<\/p>\n

In this third post, we\u2019ll look at what learners need to be able to do<\/strong> in order to achieve the business goal.<\/p>\n

Knowing vs. Doing<\/strong>
\nIdentifying the real-world actions learners need to perform can be like pulling teeth, because clients (whether external or internal) will answer many of your questions with what learners need to know<\/strong>. Sure, sometimes people do need information, but to demonstrate how unlikely it is that knowing alone will help them achieve their business goal, imagine this conversation with your client:<\/p>\n

You:<\/strong> What do people need to be able to do<\/strong> to meet fire safety requirements?
\nClient:<\/strong> They need to know<\/strong> the 4 steps of using a fire extinguisher.
\nYou:<\/strong> Ok. So if there were a fire, they should be able<\/strong> to recite the 4 steps?
\nClient:<\/strong> Of course not! They should put the fire out!
\nYou:<\/strong> Ok. And if they manage to put the fire out without using the 4 steps, should they light another fire and then put it out correctly?
\nClient:<\/strong> There is another meaning to the word \u201cfire,\u201d you know.<\/p>\n

The 4 steps of using a fire extinguisher is information<\/em> that people might need to know in order to be able to put out a fire<\/strong>. You will probably need to include this information in the activity you design to help learners practicing putting out fires, but you don\u2019t yet know exactly how. You\u2019ll get to that a little later. For now, your job is to continue eliciting all the actions that people need to take to reach the business goal.<\/p>\n

What Do Learners Need to Do?<\/strong>
\nLet\u2019s look at a few examples of actions:<\/p>\n\n\n\n\n\n\n
Business Goal<\/th>\nActions<\/th>\n<\/tr>\n
Wait staff will increase wine spending per customer by 20% in 2016 vs 2015<\/td>\nWait staff should be able to:<\/p>\n
    \n
  • Ask presumptive questions to encourage customers to order wine (e.g., \u201cWhich wine would you like?\u201d vs \u201cWould you like some wine?\u201d)<\/li>\n
  • Recommend food-wine pairings, using our proprietary wine selection tool<\/li>\n
  • Suggest a bottle whenever at least two diners at the table order a glass<\/li>\n
  • Arrange for samples of recommended wines<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
The shipping dep\u2019t. should increase on-time shipping of small parts by 25% over the next year<\/td>\nInventory pickers should be able to:<\/p>\n
    \n
  • Use the real-time inventory tool to identify whether the parts are in stock<\/li>\n
  • Notify the customer of any out-of-stock items, within one hour of receiving the order in the system<\/li>\n<\/ul>\n

    The shipping dep\u2019t. should be able to:<\/p>\n

      \n
    • Ship all in-stock parts the same day the order was received<\/li>\n
    • Send the out-of-stock report to Purchasing daily<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
Decrease the number of bio-hazard incidents involving clothing and protective gear within the next year<\/td>\nLab workers should be able to:<\/p>\n