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CTIS Customer Care Purdue University Calumet

CTIS Customer Care Purdue University Calumet. New Hire Training CTIS Customer Care Proposed by: Sharon Krepp. Executive Summary. New Hire Training Needs Effective Training & Resources Quick Implementation Suitable for one-on-one training Low Cost Easy Implementation Customer Focused.

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CTIS Customer Care Purdue University Calumet

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  1. CTIS Customer CarePurdue University Calumet New Hire Training CTIS Customer Care Proposed by: Sharon Krepp

  2. Executive Summary • New Hire Training • Needs • Effective Training & Resources • Quick Implementation • Suitable for one-on-one training • Low Cost • Easy Implementation • Customer Focused

  3. Why Criterion-Referenced Instruction?

  4. Training Solution • Self-Paced • Modular • Online – WebCT • Assessments • Evaluations by Supervisors, Peers & Trainer • Varied Content • Employee working within one week • Low Cost, Development Only

  5. Learning Elements • Customer Service Videos from Telephone Doctor • In house films • Peer Training • Written Lessons • Online Manufacturer’s Information • Supervisor Training & Feedback • On the Job Training • KnowledgeBase

  6. How does it look?

  7. How does it look?

  8. ROI - Benefits • Low implementation cost • Reduces cost of current peer training • Extra salary costs • Training errors • Customer Dissatisfaction • Reduction in errors, customer dissatisfaction • Increases use of resources • KnowledgeBase • Hardware, Software vendor support • Increases knowledge of supported software

  9. Evaluation of Results • Subject Matter Experts • One on One Trials • Small Group Trials • Field Trials • Performance Evaluations Monthly • Customer Service Scores

  10. Why Sharon Krepp? • Call Center Experience • 250 person • Same issues • Results-Oriented • Customer Focus • Center for Effective Performance • Graduate Student • Work Reviewed • State of the Art Processes

  11. Links & Information to Review • Sample Modules • Sample of Training Guide • Sign-Off Sheet • Link to Training Site WebCT Login User ID: test1 Password: test1 • Contact Information: Sharon Krepp (219) 989-3229

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