Providing Robust Training

Synopsis

Percepta created robust training within the existing learning management system, TeleTech University (TTECHU), to efficiently keep employees informed about use and updates to its enterprise-wide tool, ORCA (OneView Reporting Contact Center Analytics).

Challenge

Percepta launched ORCA  in 2008 to enable the operations teams to manage contact center performance down to the agent level without having to manually collect performance metrics. Training was tasked to support this effort by creating a robust, interactive training product that could be implemented enterprise-wide with low implementation and maintenance costs.

How We Did It

Percepta designed and put into operation a robust, dynamic interactive training module that could be accessed through TTECHU. By designing an interactive, online course, the up-front development costs were minimal when compared to the actual cost savings of the initial launch and subsequent training offerings.

A web-based, interactive ORCA course offered clear benefits:

  • Eliminating instructor-led training preparation time and delivery costs including:
    • Train-the-trainer (T3)
    • Trainer preparation, material review, attending T3 session(s),
    • Material printing costs
    • Delivery of training
  • Increasing training accessibility
    • Course can be accessed anytime, anywhere via TTECHU and at the learner’s discretion;
    • Course can be assigned to a wide array of employees by the site administrator and taken at their desks just-in-time
  • Improving learning
    • Making the course available through TTECHU enables learners to put newly acquired skills into practice more quickly by immediate simulated practical application of the content;
  • Developing and prototyping courses more quickly
    • The web-based course production allows for rapid development, implementation, and evaluation of the course to ensure accurate and up-to-date content for immediate deployment;
  • Adding evaluation and tracking capabilities
    • Surveys and evaluations can all be tracked electronically for easier reporting and metric tracking;
    • Curriculums can be managed, tracked, and administrated for easier reporting by all levels of management.