On-line training course
Prudential were about to make a fundamental change to the software used by their call-centre staff.
Although the customer data would continue to be fed from the company’s mainframe systems, it would now all be aggregated through a new Microsoft Windows interface. This would make recalling the information easier as data from disparate databases could be seen in one interface. The Windows software would also enable the use of shortcuts using right-mouse clicks and other facilities of the desktop operating system.
With over 400 staff and the need for a one-off implementation, there was a concern that the learning process on the new system would impact on customer service during the first few weeks. Prudential were keen to allow staff to try out the new interface in the weeks leading up to the changeover, but the number of dedicated terminals on which the software could be installed in advance was limited.
Strategy
Initial research indicated that many users who were already familiar with Windows would find the transition to the new interface quite easy and would welcome the new features. It was estimated that only about 10% would really struggle. The focus of the training, therefore, was to quickly identify that 10% so they could be taken out of work and given more intensive one-to-one tutoring.
The decision was made to build a self-standing interactive training program, large parts of which would replicate the functions of the new interface, interspersed with some explanatory sections. The program would run on a central server so it could be accessed by staff from their own workstations in their own time.
An interactive test at the end of each section of training allowed Prudential to assess each person’s progress and identify the ones who needed more help. The protocols embedded in the tests allowed the results to be imported into the company’s learning management program, enabling them to undertake the appropriate statistical analysis. Every member of staff was to be given a printed booklet with an easyto- understand overview of the software’s main functions.
Result
DVA designed a complete training program and built it using Macromedia software for installation on Prudential’s servers. As well as replicas of the screens from the interface, we used an underwater theme to make the training distinctive and more fun to work through. Much of the training was given by a small, friendly animated fish. This was much liked by most of the staff apart from one who had a fish phobia! Even she was able to work through the process by having a post-it note which she placed over the fish whenever it appeared.
A bright, clean and well-written booklet was designed by DVA. This was kept by staff for many months after the launch as a quick reference guide.
The whole project was undertaken to a tight timescale which had to be met as the launch date was set in advance by the company’s IT services and could not be changed.
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