Procedural Change

A new procedural change that needed to be taught to experienced associates and new associates, each requiring a unique approach.

Project Details

My company was updating a well-established procedure. The training approach needed to tailored to meet the needs of the two different groups of agents that would need to learn about the change.

To avoid sharing proprietary information, I have omitted confidential information in this case study.

Tools Used:

Tenured Agents – Relearning What They Know

The first would be targeted toward tenured agents who already know the current process and would need to understand the updates. In order to ensure a consistent message was delivered and that training could take place when there was availability, an eLearning course was developed to teach the procedural changes. A follow-up supervisor session supported the eLearning and helped agents practice discussing the changes with their customers.

The eLearning component began with a video introducing the change. It then went into the components, describing them in detail and providing illustrations where applicable.
The eLearning course included interactive sessions to help agents remember the changes that were being implemented. eLearning introduced conversation examples that would lead into the supervisor session where they would practice.
The supervisor session reviewed the components learned during the eLearning course. The session also provided scenarios to allow agents to apply what they had learned within the context of the call, where they would need to explain changes to the customer. Agents were also given a guide, outlining the changes that they could reference on future calls.

The second audience would be our new hire agents who would be learning the new process for the first time. For this group the instructor led course was updated with the changes and ensured that the new agents would have a solid understanding of the process.

For new hire agents, this procedural change is typically taught near the end of training. An instructor led approach was applied in order to teach the foundational skills of the procedure. Training included modeling, checks for understanding, as well as opportunities for agents to practice the conversation. These agents were also given a reference guide.