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Using Learning to Impact Change at RBC – Client Effectiveness Training

Using Learning to Impact Change at RBC – Client Effectiveness Training. Julianna Morris Senior Manager - Learning Delivery, RBC November 6, 2008. RBC – Who we are. Canada’s largest bank with the most recognizable brand in the country

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Using Learning to Impact Change at RBC – Client Effectiveness Training

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  1. Using Learning to Impact Change at RBC – Client Effectiveness Training Julianna Morris Senior Manager - Learning Delivery, RBC November 6, 2008

  2. RBC – Who we are Canada’s largest bank with the most recognizable brand in the country One of North America's leading diversified financial services companies Awarded in 2008: • 10 Most Admired Corporate Cultures • One of Canada’s 100 Employers by Mediacorp Canada Inc • One of the world’s top 100 sustainable companies • Award for Innovation, Best Practices and Excellence in the large call centre category by International Contact Centre Management (ICCM) SkillSoft Canadian Perspectives 2008

  3. RBC Contact Centres 6 Inbound and Outbound Contact Centres • Supported by 5000 employees who serve clients and employees across all businesses, through telephone, email, online channels • Located in Moncton, Montreal, Mississauga, Winnipeg, Vancouver and Rocky Mount, North Carolina Annual call volume – 100 million • Average 70,000 client interactions per day • Each representative will handle 90+ calls per day • Average call handle time 5 min – 15 min • Represent the single greatest opportunity to impact RBC’s client experience performance • Opportunity to take training in small intervals as service levels permit High intake rate • On average 1,200 new hires annually made up of mostly Gen Y SkillSoft Canadian Perspectives 2008

  4. Why SkillSoft? Tightly aligned to a business requirement initiative E-learning courses that support the “Good to Great Journey” to deliver a consistent Client Experience Building Capability : • Taking ownership of Client problems • Listening and following-up on Client concerns • Language that builds loyalty • Achieving a great call experience • CREATE-ing for our Clients SkillSoft Canadian Perspectives 2008

  5. Why SkillSoft? Benefits to RBC … • Enable just-in-time training targeted and coached by management • Appeals to a broader demographic (Gen Y) • Accessibility at work and at home (home-based agents) • Support on-going development of our employees as they progress through RBC’s Skills & Reward Program. • Supports yearly goals under: “Professional Development, Coaching, Meetings and Learning” • Provide solution supported in both official languages • Supports people with disability (compatibility with technology for special needs employees) • Initial program focus was customer service skills SkillSoft Canadian Perspectives 2008

  6. The Importance of a Phased Approach Phase 3: Embed into Routines Phase 5: Sustain - keep alive! Phase 4: Review & Modify Phase 2 Implement Phase 1 Pilot • Observational Coaching • Manager and Coach identify skill gaps and determine appropriate development • Customize for individual needs • Tie to Performance Management Objectives • A blend of qualitative and quantitative measurements reviewed by senior management to ensure utilization and success of program • Client Effectiveness Training launched when staff hit their 6 months milestone • Continue to market program so that it remains top of mind • Establish a sense of ‘communal learning’ • 2 Courses – • Call Centre Communication Skills • Call Centre Customer Service Course • Target Audience – Inbound staff over 6 months in role • Several Web Alliance sessions with Management Team • Create Webpage – SkillSoft Client Effectiveness Training SkillSoft Canadian Perspectives 2008

  7. Highlights of the Pilot • 96% Completion Rate • 68% increase in pre and post assessment results • Average time taken to complete the courses was 5 hours [Allotted time recommended was 8.5 hours] • Average access 28.6 times • Specific content accessed • Focused learning … “Just in time” • Impact on Client Effectiveness • Pre to post course call evaluation was completed • 63% increase in Meadowvale • 29% increase in Vancouver • Representatives rated the experience favorable • 45% first time users of on-line learning • 91% enjoyed this type of learning • 90% would use this type of learning again • 81% would recommend this to other’s in the organization SkillSoft Canadian Perspectives 2008

  8. Best Practices • Communication is key • Engagement and support of Executives • Link to business initiatives • Embed into daily routines • Let them own the learning experience • Make it easily accessible SkillSoft Canadian Perspectives 2008

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