Linking Foundational HRD Concepts to Corporate Training.pptVIP

Linking Foundational HRD Concepts to Corporate Training Michelle Leal University of Illinois HRE Online Virtual Symposium July 24, 2004 Business Direction for Customer Service Standardization of tools and processes Expanding the number of customers we serve More cross-training of associates Continually improving associate engagement Reducing escalated calls Improving Customer Satisfaction Results Providing support for SME’s to deliver effective training Reducing repeat callers The Process The Process What’s Available Today? Learning Maps: 0-4 months updated with time estimates Learning Objectives Tables: Measurable observable Cover content and technology expectations Pre-Training Checklist Facilitator Guide Attachments Post Assessment Feedback  What does it look like? Content Technology Tables Learning Calendars Facilitator’s Guides Table of Contents Instructor Preparation Materials Needed Room Setup/Equipment Facilitators Action noted in bold italics Time and Task Prompts Measuring Results Quantitative Data from Maritz Survey Results Qualitative Date from Customer Service Managers Questions? * Hewitt Associates To protect the confidential and proprietary information included in this material, it may not be disclosed or provided to any third parties without the approval of Hewitt Associates LLC. Some context around how this project started... One of the biggest complaints we heard from clients was that our CSAs were not consultative and not able to do problem-solving well, or address the unanswered questions. So this project started from a day of brainstorming with all the CMs in LC on how this issue could be addressed. Ums have heard this, but PMs haven’t. Improving/standardizing CSA training is a key initiative for this FY for LC. Some context around how this project started... One of the biggest complaints we heard from clients was that our CSAs were not consultative and not able to do problem-solving well, or address the unanswered qu