We Took the Plunge What are the best practices from outside organizations Can we improve effectiveness amp efficiency Does voice amp accent impact the customer experience Classroom ID: 775831
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Slide1
Transforming Global Culture & Communication Training
Slide2We Took the Plunge…
What are the
best practices from outside organizations
Can we improve effectiveness & efficiency
Does
voice & accent impact
the customer experience
Slide3Classroom
Observations
CCP FocusGroups
Voice of the CustomerAnalysis
ExternalBenchmarking
We Jumped in with Both Feet…
Slide4More relevant Info
Less Trivia
More access to news
More Practice with accentsMore exposure to US voice
Not well documentedLong, repetitive lessonsLanguage components taught by specialist
Accent gap is badAccent and culture gaps guarantees dissatisfaction
Most companies have Voice and Accent TrainingMost train Culture the way we didSome had desktop tools and remedial training
…And Got a Laundry List of Recommendations
Slide5Relevant
Immersive
Embedded
Consistent
Key Themes
Immersive
-
Experiential & Simulated Learning tools that allow CCAs to apply Relationship Care skills in real call scenarios
Relevant
- Content applicable to the core job and scenarios addressed common call typesEmbedded - Communication and Culture elements embedded in the learning and BAU environments & coached by all LeadersConsistent- Documented, consistent messages at all touch points
We Went Out on a Limb …
Slide6Relevant
Immersive
Embedded
Consistent
Key Themes
Revised, Integrated and streamlined training
Introduction of an immersive game
Less word repetition, less phonetic work
WBTs developed for understanding of culture
Use of Call Simulations with different accents
Call libraries added for exposure to call types and the US voice
More Details on financial transactions
Documented all training being delivered
We Buttoned Up Our Training…
Slide7We Rolled the Dice…
Slide8Accent Portion can be further shortened Need Flexibility to expand/contract based on learner knowledge Training & Certification for LS team is essential Desktop Tools need to be developed for meaningful, timely and relevant interactions Understanding Sarcasm & continuous examples of American Interactions is critical
Reduced Training by 1+Week
Business Scenario Reusability
New Template for other Markets
We’re Not Out of the Woods Yet…